Help Desk Support - POS

Contract - 6 months

100% Remote

100% REQUIRED - POS Experience

Summary

The Help Desk Support – POS provides Help Desk Support to end-users for PC, server or mainframe applications, and hardware, through logging of issues into a client support application to help ensure accurate and timely technical assistance to maintain and improve the organization's customer relationships. May interact with network services, systems software analyst, and/or applications development to restore service and/or identify and correct core problems.

Duties:

Receives a diverse range of client issues through multiple sources (via phone, Client Support Help Desk (CSHD), Client Portal, email, etc.); review information to define issues and determine the ultimate impact. Documents and/ or generates CSHD tickets for tracking purposes, classifies severity (1-Critical, 2-High, 3-Medium, 4-Low Impact), and notifies appropriate business or technical resources to solve internal/ external client issues. Assists with facilitating appropriate resolution tasks to provide service or assistance required. Assists with coordinating relevant groups to initiate prompt issue resolution for High to Critical impact issues (e.g., access failures, system availability, etc.).

Provides level-one technical support and develops more in-depth knowledge by assisting experienced peers with internal/ external client problems (e.g., software updates/ installation, non-critical reports, etc.) related to Desktop, Personal Computers, or merchant terminals. Escalates issues requiring more experience and in-depth knowledge. Demonstrates a working knowledge of company systems/ client operating systems and develops knowledge of company module/ system enhancements while participating in external/ internal client meetings.

Verifies systems during and after scheduled outages/ maintenance including screens, websites and other company-managed data for clients. Monitors critical path processing to confirm that benchmarks are met and notifies clients about missed deliverables.

Help Desk Support - POS will be using Salesforce as Ticketing Systems and Jira. Experience in these platforms is preferred, but not required. .

The product resource will be working on is the main student tuition product, this will include doing online payments, refunds, payment plan (payment plans will be the most challenging as it requires calculations) HM mentioned someone who has worked with financial software will help them to gel and connect dots easier, but this is not required.

Minimum Qualifications

4 years Help Desk; POS Terminal experience.

Help Desk; POS Terminal experience.

Minimum Qualifications- High School Diploma or Equivalent

Preferred Qualifications

Bachelor's Degree in Computer Science or STEM

#HP1

Job Types: Full-time, Contract, Temporary

Pay: $28.00 - $32.00 per hour

Expected hours: 40 per week

Benefits:

401(k)
Dental insurance
Health insurance
Paid time off
Vision insurance

Experience level:

4 years

Schedule:

8 hour shift
Day shift
Monday to Friday

Work Location: Remote

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Help Desk Support -w/Point of Sales (POS)