обновлено 3 часа назад
Help Desk Representative (POS)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Help Desk Representative (POS): Providing first-level technical support and troubleshooting for Caesar Vision POS products, peripherals, and third-party delivery platforms with an accent on customer communication, issue diagnosis, and incident documentation. Focus on resolving routine technical problems, escalating complex incidents, and supporting stores and franchisees across domestic and international operations.
Location: Detroit, MI, United States. Work is typically performed in an office or remote support environment, with rotating schedules that may include evenings, overnight shifts, weekends, holidays, and 24x7 coverage for international operations.
Company
operates corporate and franchisee stores supported by Caesar Vision POS products and delivery service platforms.
What you will do
- Provide first-level technical support for software, hardware, POS peripherals, and third-party delivery service platforms.
- Respond to support requests through phone, email, and approved communication channels.
- Gather information, diagnose issues, troubleshoot routine problems, and escalate complex incidents.
- Provide application and system support and explain peripheral and delivery-related products to end users.
- Document requests and resolutions in ServiceNow and report recurring issue trends to leadership.
- Follow up with customers to confirm resolution and satisfaction.
Requirements
- High school diploma, GED, or equivalent.
- At least one year of experience in customer service, technical support, help desk support, call center operations, or a related customer-facing environment.
- Ability to work assigned schedules that may include evenings, weekends, holidays, overnight shifts, and other business-required coverage.
- Clear communication of technical information to non-technical users, strong listening and follow-up skills, and the ability to remain professional with frustrated customers.
- Ability to prioritize competing tasks, collaborate with teammates and business partners, and make sound escalation decisions.
Nice to have
- Experience with call center software and contact center technologies.
- Experience using ServiceNow or a similar incident management platform.
- Experience supporting POS systems in restaurant, retail, franchise, hospitality, or delivery operations.
- Experience providing technical support in a high-volume environment.
Culture & Benefits
- Customer-focused support environment serving stores, franchisees, and delivery service partners.
- Collaboration with store personnel, franchisees, teammates, and business partners.
- Rotating support schedules for domestic and international operations.
- Work involves prolonged use of computers, telephones, and related technologies.
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