Address 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.
Summary of Job Function
We are looking for an experienced Technical Support Analyst (Voice) 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.
Responsibilities:Essential Duties and Responsibilities
- Remotely identify and resolve technical issues with restaurant technologies.
- 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 a 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 taking calls and exclusively troubleshooting a POS system
- Comfortable with network and high-level architecture.
- MUST be fluent in English with exceptional written and verbal communication skills.
- Team player; able to effectively communicate with managers, co-workers, and customers.
Desired Skill:
- 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.
