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POS Support Specialist
2 miesięcy temu
about-project :
As a member of the Support Team, you will resolve post install customer inquiries via phone and electronic means. Your focus is to provide level one support, including problem resolution within published goals using the Knowledge Base, product documentation, Lab Testing, etc. to resolve issues.
Working in Technical Support, the Support Specialist will provide first class technical support to customers by troubleshooting, analyzing, replicating and diagnosing issues in line with the Shiji service levels and best practice, with a focus on quality working and customer satisfaction.
responsibilities :
Provide first level support to our Infrasys customers with a focus on quality and customer satisfaction and within the defined parameters of support services.
Understand our customer needs, expectations and assist them using our applications.
Track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution.
Escalate Tickets which need further investigation by 2nd and 3rd Level Support.
Analyze and clarify customer queries though troubleshooting and researching, using existing Knowledge Base, product documentation, Lab Testing, etc.
Attend regular product/technology training to remain up to date with developments of the Infrasys solution.
requirements-expected :
Experience of supporting customers over the phone
Experience using Remote Access Tools to support customers
Networking skills – Setting up, troubleshooting and configuring
Computer Skills – Setting up, upgrading, trouble shooting, installation and configuration
Experience in a customer facing role working to defined levels of service delivery
Experience of using IT systems to include OS installation and configuration
Fluent in English and Spanish
Ability to work in 24/7 shifts (day and night shift, hybrid work)
Strong troubleshooting skills with the ability to identify opportunities to improve efficiency
Proficiency in Microsoft Word, Excel, Outlook and PowerPoint
Ability to work independently and in a team environment
Operates with energy, direction, speed and quality
Experience of writing knowledge base articles for internal publication
Mentoring colleagues when faced with challenging issues
offered :
Private medical care with dentists package for you and your family
Group life insurance for you and your partner
Multisport card included in the MyBenefit package
Dell laptop, keyboard, mouse, wireless headphones and monitor
40h for development during work time
Free access to group language lessons
Udemy platform
In-house workshops, training sessions or meet-ups
MyBenefit cafeteria and 500 (or 310 depending on your choice of other benefits) points per month to be used in vouchers
Referral bonus if you refer a new employee (6500 PLN gross or more, depending on the position)
Free parking 3 minutes from the office or shared underground parking (can be reserved - first come, first served)
Subsidy for the purchase of glasses (300 PLN/year)
Chill room with table football & PlayStation
Free snacks (every day)
Team building events
benefits :
sharing the costs of sports activities
private medical care
sharing the costs of foreign language classes
sharing the costs of professional training & courses
life insurance
remote work opportunities
fruits
integration events
no dress code
video games at work
coffee / tea
drinks
leisure zone
employee referral program
charity initiatives
