Product Support Analyst
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Description
Regularly works on cases of medium complexity while also gaining exposure to more complicated issues within the team. Has mastered most basic job duties. Employees are still occasionally directed in several aspects of their work by management. However, more straightforward cases are accomplished without assistance. General proficiency with tools, systems, and procedures required to accomplish the job has been acquired and demonstrated on a regular basis. May need to consult with senior team members or technical support team on more complicated issues.
- Manage cases of medium complexity independently, ensuring timely and accurate resolution.
- Demonstrate proficiency in essential tools, systems, and procedures required for daily tasks.
- Incident management, troubleshooting, and escalation handling in a SLA driven environment.
- Handle straightforward cases without supervision, maintaining high standards of quality.
- Seek guidance from senior team members or technical support for complex or unfamiliar issues.
- Maintain clear and professional communication with team members and clients.
- Adhere to established processes and best practices to ensure compliance and consistency.
- Contribute to a collaborative team environment by sharing knowledge and supporting colleagues.
- Work in shift-based environment (Night shifts)
- 3 + years experience in any combination of hospitality, support, and/or technical roles..
- Bachelor’s or technical degree
- Demonstrate proficiency in English, both written and verbal.
- Provide effective customer-facing support in a professional manner.
- Apply basic computer skills, including knowledge of networking and firewalls.
- Utilize ticketing tools to manage and resolve support cases efficiently.
- POS experience
- Knowledge in ServiceNow is a bonus
- Experience in working on external hardware’s
- Basic SQL knowledge is a plus