Technical Support with POS
5 days ago
Connext
Negotiable
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Job DescriptionDescriptionAbout 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:
- Collaborate with corporate brands' internal support teams, offering escalated assistance for advanced technical issues and guiding P2P support models.
- Assist with programming and deploying brand-wide menu updates, including price changes, discount programming, and database maintenance to ensure consistency across locations.
- Troubleshoot and resolve API-related issues and third-party system integrations to maintain seamless digital ordering and operational functionality across the brand.
- Use service management systems to document service incidents, ensuring comprehensive records in CRM systems for brand-wide tracking and resolution.
- Work closely with teams such as Help Desk L3, API Support L2/L3, and Dev/Product to resolve escalated issues efficiently and effectively.
- Act as the primary point of contact for corporate-level inquiries, delivering exceptional service to build trust and foster strong client relationships.
- Contribute to the knowledge base by documenting troubleshooting steps, solutions, and best practices to enhance support standards and team efficiency.
- 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:
- Strong problem-solving skills and technical troubleshooting experience, with the ability to diagnose and resolve complex system-wide issues efficiently.
- Minimum of two (2) years in a customer service role and technical support, preferably in a helpdesk environment.
- Familiarity with POS systems and API integrations.
Required Skills:
- Experience supporting corporate brands or multi-location operations is highly desirable.
- Strong understanding of POS systems, API integrations, and brand-wide menu programming.
- Knowledge of Windows operating systems, networking fundamentals, and database maintenance.
- Proven ability to troubleshoot technical issues, including API requests and software configurations.
Pay Range and Compensation Package:
- Monthly Allowance & Perfect Attendance Bonus
- Mid-Year Bonus
- HMO Coverage & Life Insurance
- Mandated Government Benefits
- 25% Night Differential
- Company-Provided Equipment
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