We are seeking a skilled and customer-focused Software Support Specialist to join our team. In this role, you will be responsible for providing technical support and assistance to users of our restaurant and retail point-of-sale (POS) system. You will troubleshoot software issues, provide guidance on system functionality, and ensure a seamless user experience. Your expertise will contribute to the overall success of our clients' businesses by helping them maximize the potential of our POS system.
- Provide exceptional technical support to customers via phone, email, and in-person.
- Diagnose and resolve software issues related to our restaurant and retail POS system.
- Assist customers with system setup, configuration, and user management.
- Guide users through software functionality and troubleshoot any related problems.
- Collaborate with the development team to identify and escalate software bugs or enhancement requests.
- Maintain accurate records of customer interactions and solutions in our ticketing system.
- Contribute to the creation and updating of support documentation and knowledge base articles.
- Bachelor's degree in computer science, information technology, or a related field (or equivalent work experience).
- Minimum of 2 years of experience in a software support or technical support role, preferably with a focus on restaurant and/or retail POS systems.
- Strong understanding of restaurant and retail business processes, workflows, and requirements.
- Solid knowledge of POS software and hardware components, including setup, configuration, and troubleshooting.
- Proficient in SQL for data analysis and database queries.
- Ability to work independently and collaboratively in a fast-paced environment.
- Strong customer service orientation with a focus on providing a positive user experience.
- Experience with specific restaurant and retail POS systems.
- Familiarity with cloud-based POS solutions and integrations with third-party applications.
- Knowledge of payment processing systems and protocols.
- Understanding of network infrastructure and troubleshooting principles.