Supervisor POS Retail Support

Summary

Accountable to provide POS technical support to a dedicated customer base. Seeks to resolve computer software and hardware issues while ensuring a high level of customer satisfaction.

Essential Duties and Responsibilities

The essential duties and responsibilities can include the following. However other duties may be assigned.

Communicate with customers via email phone and/or chat

Gather customer information and determine the issue by analyzing the symptoms

Remotely troubleshoot and resolve customers technical and operations issues

Maintain detailed and accurate documentation for all cases

Followup with the customer on any open issues

Escalate advanced help requests as needed to dedicated team of leads parts specialists and Price and Product team

Communicate technical information to nontechnical customers in a coherent and polite way

Complete required training to stay current with system updates and changes

Maintain and exceed quality standards set by the organization

Maintain and exceed expectations and standards set for productivity measures

Competencies

To perform the job successfully an individual should demonstrate the following competencies:

Technical Capacity Demonstrates depth of knowledge and skill in a technical area. Effectively applies technical knowledge to solve a range of problems.

Problem Solving Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions.

Attendance/Punctuality Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

Multitasking Ability to manage multiple priorities at once. This includes logging case notes while on customer calls and keeping up with and answering with several chat windows at the same time.

Customer/Client Focus Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance.

Communication Speaks clearly and concisely using proper grammar in both oral and written communication.

Professionalism Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration; Accepts responsibility for own actions; Follows through on commitments.

Results Orientation Focuses on the desired result of ones own work setting challenging goals putting effort on the goals and meeting or exceeding them even when under pressure.

Coachable Open to constructive feedback and coaching; Applies feedback to meet performance goals.

Language Skills

Ability to read and interpret documents such as instructions customer incident reports and procedure manuals. Ability to write correspondence customer incident reports and substantiate via verbal or written mediums. Ability to speak effectively over the phone to customers and to supervisor and colleagues.

Reasoning Ability
Ability to apply common sense understanding to carry out written or verbal instructions. Ability to deal with problems involving concrete variables in standardized situations. Ability to solve practical problems via a logical analytic approach.
Other Skills and Abilities
Ability to multitask. Ability to work in a fastpaced environment. Strong time management and organizational skills.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job operates in a
professional office environment or a home office environment. If the role is being performed in a home office environment the home office must have a door that can be closed to avoid outside distractions The role routinely uses standard office equipment such as a computer and soft phone.
Position Type/Expected Hours of Work
This is position can be fulltime
Education and/or Experience
Required:
High school degree or equivalent
Type 35 words per minute
Strong communication skills
Demonstrated technical aptitude
Experience working independently and as part of a team
6 months or more in a customer service related job
Preferred: 1 year(s) experience troubleshooting POS Systems.

Remote Work :

No