обновлено 3 дня назад
Technical Support Specialist - L1 (ALOHA)
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
Technical Support Specialist - L1 (ALOHA): Providing Level I technical support for ALOHA hospitality software, PCs, retail point-of-sale devices, and related equipment with an accent on remote troubleshooting, incident ownership, and customer communication. Focus on diagnosing recurring faults, documenting incidents in Neos/Salesforce, dispatching service personnel, and escalating unresolved issues through defined support paths.
Location: Belgrade, Serbia; onsite position with rotating shifts
Company
provides a unified commerce platform, payment capabilities, and technology services for retailers and restaurants in more than 35 countries.
What you will do
- Provide Level I technical phone support for ALOHA hospitality software, PCs, point-of-sale devices, and related hardware.
- Diagnose and remotely resolve customer issues, verify solutions, and dispatch service personnel when required.
- Own service requests from initial contact through satisfactory resolution, escalating issues according to defined escalation paths.
- Review incident history, identify recurring faults, and document all activity in the Neos/Salesforce incident-tracking system.
- Write knowledge articles, conduct quality audits and call-monitoring activities, and contribute to process and tool improvements.
- Support less experienced helpdesk colleagues through joint working, monitoring, feedback, and knowledge sharing.
Requirements
- Experience or capability in Level I technical troubleshooting for end users, PCs, retail point-of-sale devices, software, and hardware.
- Ability to communicate with customers by telephone, in writing, and through electronic channels.
- Ability to use remote-access tools, follow knowledge-base solutions, verify issue resolution, and maintain accurate incident records.
- Ability to work in a high-call-volume Technical Assistance Center environment with rotating shifts.
- Willingness to complete mandatory training and maintain technical knowledge across multiple customer applications and hardware solutions.
Culture & Benefits
- Work as part of a globally inclusive organization committed to equal employment opportunity.
- Participate in team meetings, performance management, recognition programs, and continuous development activities.
- Contribute to special projects focused on improving support processes, tools, systems, and operations.
- Employment is conditional upon passing applicable screening criteria.
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