About the Role
Hospitality Support Specialist II
locations
US – Remote
Full time
Hospitality Support Specialist II
North American Bancard- Remote
You must be open to variable shifts
What you’ll be doing:
- Provide phone, remote and on-site support to merchants, Working cases from creation to completion.
- Monitor case queue, triage issues, work on cases escalating on a limited basis as needed.
- Monitor and Resolve daily alerts for customer Computer and or POS related issues.
- Diagnose merchant software, hardware and networking issues, and provide a resolution timetable expectations.
- Administer advanced programming changes on merchant point-of-sale (POS) systems
- Stage merchant equipment as assigned for pre-installation testing, validation and troubleshooting.
- Local on-site service both hardware and software
- Track all support issues and resolution times in Salesforce CRM.
- Properly escalate merchant issues to a member of the management team when you are unable to resolve the issue. Understanding urgency related to a merchants ability to process payments or degraded ability to run their operations
- Continually seek to improve technical knowledge of products through additional training and certifications.
What we need from you:
- High school diploma or equivalent.
- Minimum three (3) years’ experience in POS support and problem resolution for software, hardware and networking.
- Strong understanding of WAN/LAN, router configuration, switching, wireless AP and firewalls
- A+ Certification- preferred
- Net+ Certification- preferred
- Knowledge of Micros, Tabbit, HRPos, Brink, Salido or SpotOn- preferred
- Ability to understand merchant support issues and provide resolution or escalation, in a fast-paced environment.
- Ability to provide world-class customer service and communicate well, as well as having excellent troubleshooting skills