We are looking for a young, smart and self-driven Technical Support with robust experience in troubleshooting and managing POS software and hardware issues and managing large number of customers using relevant CRM software (e,g JIRA, a must)
Providing help and answers to the customers’ issues through identification of the problem itself, research on answers and subsequent provision of guidance
Technical support representatives use information from customers to diagnose tech issues and walk customers through the steps needed to fix various problems.
Guidance of the users to support them in becoming more productive
Support in the development of programs to train the customer on how to properly use the products
Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Evaluation of the systems’ problems to recommend enhancements
Respond to emails and online chat requests for technical support
Taking ownership of customer issues reported and seeing problems through to resolution
Fix terminal software issues
Escalate terminal hardware issues to partners
Terminal assignment and retrieval
Upload terminals details TMS
Respond to complaints on all channels(Whatsappand emails)
Converse with partners on issue resolution
Treat and resolve missing transactions.
Degree in related field
At least 3 to 5 years practical help desk or customer support experience
High customer and service orientation
Well-developed communication and analytical skills
Good knowledge of the operating systems and relevant hard- or software
Good problem-solving skills and focus on quality
Serenity in challenging situations.