Technical Support T1/T2 (24K All-in)
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As a Technical Support T1/T2 you help improve the the support process at the specific issue level. Support PointOS for any usability and technical issues, and general billing and account questions.

 

Job Scope:

  1. Answering Incoming Support Calls, Emails, and Live Chats
  2. Validating Support Contracts
  3. Renewing Expired Contracts
  4. Entering and Updating Call Queues
  5. Scheduling Callbacks
  6. Troubleshooting Supported Hardware
  7. Troubleshooting PointOS Software
  8. Limited Networking and Windows support required
  9. Remotely connecting with customers Windows© devices for technical support
  10. Troubleshooting for basic SQL issues
  11. Backups
  12. Service Not Running
  13. Insufficient Space
  14. Supported Hardware Troubleshooting
  15. Upgrades and Installation of PointOS Software
  16. Applying Licensing Key, Serials Information, and New or Upgrade Licenses
  17. Client and Server Connection Troubleshooting
  18. Collecting Backups and data for further analysis
  19. Basic assistance with Software Features and Setup
  20. Use SQL Software and script to Retrieve Passwords for users
  21. Documenting case information
  22. Ability to manipulate and apply SQL Commands
  23. Networking Experience for mapping supported hardware (EMV Installation, Network
  24. Printers, etc.)
  25. Work with Databases to reattach, restore, and basic repairs
  26. Identify and Diagnose Repeat Issues for Escalated Investigation
  27. Updating Knowledgebase on a new and existing support cases
  28. Diagnose Basic Cloud Communications Issues and Identify Bottlenecks
  29. Create and Apply Scheduled Tasks
  30. Documenting case information
  31. Updating Knowledgebase on a new and existing support cases

Qualifications:

  1. Understanding of: general windows, android and iOS usability.
  2. Support PointOS for any usability and technical issues, and general billing and account questions.  
  3. Good command of English language 
  4. At least 1yr support experience. 
  5. Experience with Pos hardware, remote desktop software. 
  6. Help improve the the support process at the specific issue level. 
  7. PointOS specific software usability - New software tools we use. 
  8. Setting and achieving Customer success and Tech support KPI's. 
  9. Creating of revenue opportunities while supporting users