POS Support Representative

Position Overview

A POS Support Representative is expected to work with customers to identify terminal/ pos system problems. They should achieve resolution by analyzing call logs to notice common trends and underlying problems and by applying a logical thought process to the troubleshooting they are performing based on the training they have been given. They should support interactions with customers through multi messaging campaigns such as email, tickets, phone, task systems, and chat systems. These interactions should be coordinated and real-time. Representatives are also expected to acquire an in-depth understanding of the software and equipment customers are using accompanied by good interpersonal and customer service skills. 

Responsibilities

• Research and resolve credit card terminal issues and questions from our merchants and our Independent Sales Representatives. 
• Listening attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer 
• Improve terminal performance by identifying problems; recommending changes
• Diagnose customer issues through process of elimination by asking probing questions
• Provide resolution by identifying problems; researching answers & guiding merchants through corrective steps 
• Receive & resolve inbound calls, emails, chats, tasks, & Tickets 
• This position requires employees to maintain cooperative, diplomatic working relationships with co-workers, supervisors, customers, and the public; work as part of a team and collaborate with colleagues; and complete projects under tight deadlines even when there are competing requirements and changes in assignments. 
• As a Support Technician, you will occasionally be called upon to perform other duties not included in this job description. 
• Demonstrate exemplary performance & attendance 
• Must be flexible in work hours for 24/7 365 Call Center needs. 

Qualifications

• High school diploma or equivalent is required 
• Experience working with Positouch software solutions (1-2 years) in usage/management and or support is required. 
• 2+ years working in the restaurant and hospitality industry or POS technical support.
• Excellent listening, written, and verbal communication skills 
• Strong problem-solving skills with proficient attention to detail 
• Must be able to handle multiple tasks at once in a fast-paced call center environment
• Interact and coordinate with other departments to resolve customer issues 
• Ability to adapt to and implement change 
• Creative and forward-thinking
• Proficient in relevant computer applications 
• Bilingual (English/Spanish) is a plus, but not required 
• Knowledge of customer service core principles and practices 
• Must complete Berke Assessment screening. 

We are looking for individuals who have experience working with Positouch software that have hands-on experience. This includes experience in the restaurant industry, preferably as POS support or restaurant management. We are looking for someone who is comfortable working on the phone in a call center environment with outstanding communication skills. This job requires logical thinking, strong problem-solving, and customer service skills. As well as a willingness to do what it takes to help the team win. We will be evaluating candidates based on how they interview, prior experiences, knowledge and references.