Technical Support with POS

5 days ago


Davao de Oro, Davao, Philippines Connext Full time
Technical Support with POS (Point Of Sale) Experience

Connext

Negotiable

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Job DescriptionDescription

About the Company

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About the Role

The Brand Support Specialist plays a key role in providing first-level problem-solving support to corporate entities and brands managing multi-site operations. This role focuses on resolving system-wide and multi-location issues, including Point of Sale (POS) hardware and software troubleshooting, menu programming, API integrations, and digital ordering challenges. The agent works collaboratively with internal teams and customer-facing personnel to deliver seamless brand-wide technical and operational solutions. Additionally, the agent supports Peer-to-Peer (P2P) models, assisting corporate brands with internal Level 1 and Level 2 support teams by addressing advanced technical issues and enhancing overall efficiency.

Responsibilities:

  1. Collaborate with corporate brands' internal support teams, offering escalated assistance for advanced technical issues and guiding P2P support models.
  2. Assist with programming and deploying brand-wide menu updates, including price changes, discount programming, and database maintenance to ensure consistency across locations.
  3. Troubleshoot and resolve API-related issues and third-party system integrations to maintain seamless digital ordering and operational functionality across the brand.
  4. Use service management systems to document service incidents, ensuring comprehensive records in CRM systems for brand-wide tracking and resolution.
  5. Work closely with teams such as Help Desk L3, API Support L2/L3, and Dev/Product to resolve escalated issues efficiently and effectively.
  6. Act as the primary point of contact for corporate-level inquiries, delivering exceptional service to build trust and foster strong client relationships.
  7. Contribute to the knowledge base by documenting troubleshooting steps, solutions, and best practices to enhance support standards and team efficiency.
  8. Stay current on emerging technologies, POS system features, and menu programming best practices to meet the evolving needs of corporate brands and P2P teams.

Qualifications:

  1. Strong problem-solving skills and technical troubleshooting experience, with the ability to diagnose and resolve complex system-wide issues efficiently.
  2. Minimum of two (2) years in a customer service role and technical support, preferably in a helpdesk environment.
  3. Familiarity with POS systems and API integrations.

Required Skills:

  1. Experience supporting corporate brands or multi-location operations is highly desirable.
  2. Strong understanding of POS systems, API integrations, and brand-wide menu programming.
  3. Knowledge of Windows operating systems, networking fundamentals, and database maintenance.
  4. Proven ability to troubleshoot technical issues, including API requests and software configurations.

Pay Range and Compensation Package:

  1. Monthly Allowance & Perfect Attendance Bonus
  2. Mid-Year Bonus
  3. HMO Coverage & Life Insurance
  4. Mandated Government Benefits
  5. 25% Night Differential
  6. Company-Provided Equipment
Working Location

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