RAMESH PAL-7303443025

JOB DESCRIPTION

Job Details

Job Title: Support Technician II Function: Customer Service

Family: Technical Call Center

Reports To: Supv Technical Support Career Track: Operations Support

Job Summary

The Support Technician II ensures incoming and escalated issues regarding Point of Sale (POS) are handled promptly and effectively. This includes providing outstanding customer service, obtaining a thorough knowledge of the supported POS, and the internal applications used in that support. This position is responsible for ensuring that each and every caller is assisted promptly and accurately to avoid system down time. This may include issues from equipment replacement to In Store Interface (ISI) issues, whether received directly or via escalation from other teams.

Primary Responsibilities

Provides technical troubleshooting for employees worldwide in regards to their POS (as stated above). This includes but is not limited to: connectivity issues, errors occurred during transaction processing, equipment replacement, and handling calls from onsite support personnel (technicians, sales reps, trainers, etc). Answers calls in regards to the use of POS and also provides back-up support for PC Assist calls.

Assists agents with making changes to the operation of their POS. This includes but is not limited to product configurations, software upgrades, ISI setting changes, etc.

Makes decisions and documents information regarding the replacement and shipping of POS hardware. Examines and makes recommendations regarding returned failed equipment for possible field solutions.

Ensures problems are logged into the appropriate tracking system. Must ensure each ticket is thorough and accurate. If unresolved, proper escalation procedures must be followed to pass the ticket on for resolution.

Assists with various projects and other duties as assigned.

Qualifications

Any combination of relevant education and experience and/or related professional designations/certifications in this field are highly desirable.

Education

Educational Requirements

HS Diploma/GED

Experience

Experience Requirements

Minimum of 1 year experience in a Technical Support Center/environment

Essential Skills

Type minimum of 30 WPM

Demonstrated customer service experience

Proficiency with Microsoft Word, Excel and Outlook

Previous experience supporting POS equipment

Ability to solve problems; demonstrated experience troubleshooting technical issues

Understanding of relationships between hardware and applications

Call tracking/problem management software experience

Good written communication skills including the ability to provide detailed documentation

Ability to follow through on open issues and handle multiple priorities in a fast paced environment

Knowledge of MGI POS Technology and internal applications, preferred

Bilingual, preferred

US ONLY

Listed below are the job conditions of the position:

Working Conditions: Normal Office Environment

ADA:The above statements cover what are generally believed to be principal and essential functions of the job. Specific circumstances may allow or require some incumbents assigned to the job to perform a different combination of duties

FLSA:

Non-exempt

Benefits:
Good Incentives – Monthly basis
Cab facilities for free of cost
5days working(rotational offs)
Candidates who are willing to relocate can also apply.
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