Responsibilities
- Create, manage, and monitor tickets for incoming customer inquiries, issues, or service requests.
- Provide first-level support for Point-of-Sale hardware and software, resolving operational and technical problems for customers and technicians.
- Identify and escalate complex issues to the relevant departments within the organization, ensuring swift problem resolution.
- Create and send emails to update customers and the internal team on the status of tickets, ensuring clear and effective communication.
- Utilize service management systems to gather and maintain service incident data, contributing to the knowledge management system.
- Work as an integral team member, focusing on continuous improvement and total customer satisfaction.
- Perform customer service administrative tasks as assigned, including understanding customer databases and processing customer part requests.
- Display genuine concern and ownership for customers’ situations, exercising sound judgment and analytical skills to determine effective problem resolutions.
- Provide and obtain technical information, continuously seek out and accept ongoing learning opportunities, and adapt to changing technologies and solutions.
- Document all customer requests and interactions in the CRM or applicable tools for tracking purposes.
Qualifications
- Experience with Salesforce CRM is a plus
- Experience with Windows preferred
- Helpdesk experience preferred.
- Networking experience is desired.
- AAS degree in electronics technology, computer science, or its equivalent is a plus.
- A+ certification and Microsoft certifications are also a plus
- Previous experience working in or with restaurants.
- Knowledge of point of sales system design, installation, configuration, operations and maintenance.
Screening Criteria
- Highschool diploma or a bachelor’s degree in a related field.
- At least one (1) year of experience as a Tech Support in a technical account.
- Must have a stable employment history.
