Technical Support Analyst

3 weeks ago

Hyderabad, India Solugenix Full time

Overview

Solugenix is an information technology services firm that has a rich history of providing comprehensive technology services and solutions for more than five decades.

As a pioneer in IT services, we’ve partnered with some of the biggest global corporations across many industries. Our history was built on a foundation of partnerships with global brands like McDonald’s, Microsoft, CIT Group, Johnson & Johnson, Herbalife, Sony Pictures Entertainment, and many others. Whether it’s providing dedicated support centers, staffing quality teams, or delivering business service solutions, clients can always count on Solugenix.

Position Title: Technical Support Analyst

Location: WFH

Experience : 2+ yrs.

Responsibilities

Job Description (Job Summary/Roles & Responsibilities)

Summary of Job Function

We are looking for an experienced NCR ALOHA L1 Technical Support Analyst to support our client The Technical Support Analyst provides remote installation, repair and support services for Point-of-Sale (POS) systems, networks, and other services and solutions. Successfully manages identification and resolution of customer issues. Supports system implementation and engages customers and team members in completing projects on-time and on-budget. Actively participates as a key part of a growing team that is obsessed with quality, and customer service. The analyst would be required to handle multi-channel communication including calls/email/chat/sms/web cases.

Essential Duties and Responsibilities

Remotely identify and resolve technical and operations issues for restaurants. Support the installation, configuration, testing and training for complete POS systems, and peripheral devices. Utilize company CRM system and input accurate and complete activity logs on a daily basis. Provide an outstanding level of customer support. Be part of a high performing team that consistently achieves benchmarks and commonly exceeds them. Utilize technical knowledge to do root cause analysis on persistent system issues to permanently solve issues instead of temporary solutions.

Mandatory Skills

2+ years of experience exclusively troubleshooting NCR Aloha systems Comfortable with network and high-level architecture. MUST be fluent in English with exceptional verbal and written communication skills. Team player; able to effectively communicate with managers, co-workers, and customers.

Desired Skills

Type 35+ WPM

Education & Certifications:

Bachelor's degree in Technology or equivalent

This is a WFH position and so the following things are mandatory

Wired Internet connection (cable/broadband)- WIFI is not permitted or supported on the provided work equipment. Internet Service Speed Minimum: 20 mbps download / 5 mbps upload Distraction free work environment. Whether it’s your bedroom with a desk set up or a designated office within your home, you should be able to close the door to outside distractions and noise.
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