Technical Support Specialist

2 days ago


Ahmedabad, Gujarat, India Tesk Training Consultancy Full time

At Tesk Training Consultancy, we are seeking a skilled and customer-focused Technical Support Specialist to join our dynamic team. As a Technical Support Specialist, you will be responsible for providing technical support and assistance to our clients in the effective utilization of our Point of Sale (POS) systems.

You will play a crucial role in ensuring customer satisfaction by addressing their inquiries, troubleshooting technical issues, and offering solutions. The ideal candidate should possess excellent communication skills, a strong technical background, and a passion for delivering outstanding customer service.

The responsibilities of this role include:

  • Providing exceptional technical support to clients using our POS system, both remotely and on-site, ensuring their queries and issues are addressed promptly and accurately.
  • Diagnosing and troubleshooting hardware and software issues related to the POS system, including hardware installations, network connectivity, and system configurations.
  • Collaborating with the technical team to resolve complex technical problems, escalating issues when necessary, and ensuring timely resolution.
  • Training clients on the proper usage of the POS system, conducting training sessions, and providing detailed instructions and guidance to ensure optimal utilization.
  • Acting as a liaison between clients and internal departments, effectively communicating customer feedback, feature requests, and potential system enhancements.
  • Maintaining accurate records of customer interactions, inquiries, and solutions provided using our ticketing system.
  • Keeping up-to-date with the latest industry trends, advancements in POS technology, and software updates, ensuring continuous professional development.
  • Collaborating with the sales team to identify upselling and cross-selling opportunities, promoting additional products or services to clients as appropriate.
  • Handling after-hours on-call escalation and support for critical issues, ensuring timely resolution of technical problems.
  • Contributing to the development and improvement of support processes, knowledge base articles, and training materials.

To succeed in this role, you will need to have:

  • A Bachelor's degree in computer science, information technology, or a related field (or equivalent work experience).
  • Proven experience in technical support, customer service, or a related role, preferably in the POS industry.
  • Strong knowledge of POS systems, including hardware, software, and peripheral devices.
  • Proficiency in troubleshooting hardware and software issues, network connectivity, and system configurations.
  • Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical individuals.
  • Exceptional customer service skills and a passion for delivering a positive customer experience.
  • Ability to work well under pressure, prioritize tasks, and meet deadlines in a fast-paced environment.
  • Strong problem-solving and analytical skills, with a keen attention to detail.
  • Flexibility to work occasional evenings, weekends, or holidays, as needed.
  • Experience with ticketing systems is a plus.
  • Ability to liaise with English speaking customers is essential.

We offer a competitive salary and benefits package to successful candidates.



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