Job Title:

Technical Support Specialist (POS, SaaS)

Job Description

The Advisor I, Technical Support responds to basic and routine inquiries of a technical nature including hardware/software, or other designated client products. This position assists external users of the client's technical products or services by answering questions and solving problems involved in their use.What You'll Do● You will be the first point of contact for our customers - answer incoming calls, call back customers, respond via email through tickets and engage customers via live chat● Consult with customers to provide information about our products and platform builds● Learn our platform inside out, and be hands-on with the platform configuration● Be hands-on with troubleshooting technical hardware issues that occur with the payment, POS terminals, receipt printers, docket printers, wristband printers, sticker printers, and cash drawers.● Document, submit, and track platform bugs until they are resolved (We use JIRA!)● Various administrative duties including market research, internal processes and ensuring consistency with the global team● Deliver excellent customer service at all times● Work closely with our AWESOME team to ensure our customers have remarkable experiences

Requirements

You must have experience working in a similar role within a SaaS or POS Payments business for 1 year or more

● You must have experience troubleshooting POS hardware, printers, and payment terminals

● This role will be in office and scheduled for 1st shift and 2nd shift.

● Formal IT qualifi cations, bonus if you have a bachelor’s degree in a related fi eld

● Experience using ticketing systems - we use Salesforce
● Extra points if you bring troubleshooting experience working with payments systems

● Fluency in English at a C1 level or higher, both written and spoken, is required ● You will be very tech-savvy and able to pick up new tools very quickly

● Willing to proactively self-learn about technology and work autonomously in a fast-paced, entrepreneurial environment

● You have demonstrated experience with troubleshooting methodologies and implementing them in your workflow

● Great customer service skills; demonstrated experience is a must!

● High level of organizational skills and time management skills

● Strong attention to detail

● Being bilingual is a strong advantage

   

Location:

CRI San Jose - US Embassy

Language Requirements:

Time Type:

Full time

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