Technical Support Specialist
2 days ago
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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