Industry IT Services Work Experience 1-3 years City Toronto State / Province Ontario Zip / Postal Code M4C
Our Company provides point-of sale systems, payment technologies, online ordering, and related merchant services such as loyalty programs and credit card processing to thousands of restaurants and retail establishments to help them be more profitable.
Headquartered in Naples, FL with offices in Chennai, India, Our Company employs more than 110 people who design and develop groundbreaking software to a rapidly growing hospitality market throughout the world.
Our products are in use on 5 continents and continue to grow each day.
The help desk analyst will diagnose and resolve POS hardware and software problems via telephone and remote connections, as well as provide troubleshooting for POS system hardware and network connectivity.
Responsible for fielding and resolving support calls from customers in a timely manner.
Connect with customer sites using high-speed connectivity tools and resolve issues remotely.
Follow up on open tickets and ongoing issues in the call queue.
Duplicate store issues on internal support systems for testing purposes.
Meet assigned targets for daily / weekly call resolutions.
Provide guidance to other Help Desk analysts when assistance is required.
Escalate calls to appropriate team members or management if time-based targets are not met or if call is beyond scope of understanding.
Maintain open and positive communication with clients, extended team members and management.
Maintain up-to-date skills required for all POS hardware and software supported.
Other duties as assigned
Ability to deal with customers of all temperaments; possess the ability to maintain appropriate communication with customers over the phone or via email.
Sharp listening, creative questioning, and good note-taking skills to gain a clear understanding of the software application and needs, in order to provide an effective solution or relay problem issues to team.
Excellent oral and written communication
Ability to work quickly and efficiently to resolve issues.
Good creative problem-solving skills, an independent thinker, and a dedication to customer satisfaction.
Positive 'can-do' attitude, energy and enthusiasm with professional business-like appearance.
Hospitality experience. Experience with Point of Sale systems.
Availability to work the designated shift hour range 7 am to 11pm; may require weekends
Hospitality Experience highly recommended
Minimum of 1 year’ work experience in a desktop support environment
Equivalent combination of education, experience and / or applicable military experience will be considered