Technical Support/ Customer Support
Location : 150 W Warrenville Road – Naperville, IL (60563)
Duration : 3+ months(With a high possibility of extension)
Job Description:
• The Technical Support Agent is responsible for complex issue resolution affecting the point of sale, back office and credit card processing for all channels of trade.
• Provides support for hardware and software related issues.
• Dispatches to third party vendors and monitoring issue to resolution.
• The responsibilities include interacting with site personnel, third party vendors and other BP representatives.
• Position requires effective problem solving, a thorough understanding of software applications and the interdependencies of site configuration when investigating issues, advanced troubleshooting skills and the ability to learn new concepts quickly.
• Utilizes remote access to re-establish customer based systems.
• Recognizes when an escalation is required and communicates with vendor and site operator to ensure required servicing is appropriately coordinated.
Key Accountabilities:
• Advanced troubleshooting of POS and Back office hardware, software, networking, credit card processing, accounting data journey and variance issues
• Provides Level II technical support and resolve escalated customer problems
• Prioritize and handles daily activities for unresolved escalations and follows up with the site as needed
• Contacts and works with the site personnel to resolve issues
• Escalate to third party vendors and works with the vendors until issues are resolved
• Identify chronic issues affecting a site performance
• Provide software and hardware support for proprietary systems on Win 95, MSDOS, Win 2000, Win XP
• Support for LAN and IP based systems
• Perform problem investigation and research to resolve system related issues: search databases containing records of problems, symptoms & solutions.
• Consult vendor documentation and information systems for symptoms & solutions.
• Provide technical assistance for field representatives
• Record and maintain information about all assigned user problems in the customer management system
• Creating and updating knowledge base documentation for continuous improvement
• Bachelor’s degree or equivalent experience preferred.
• Minimum 2 years technical software support.
• Experience with MSDOS, Win 95, Win NT, Win 2000, Win XP, SQL and Databases.
• Strong PC skills including MS Office and ability to navigate and use software.
• A+ and Network+ certification preferred.
• Experience with VNC and Remote desktop preferred.
• Minimum 1 year Point of Sales troubleshooting experience preferred.
• Minimum 1 year network related experience preferred.
• Accounting experience preferred.
To know more about this opportunity, please contact:
Himanshu Prajapat
himanshu.prajapat(at)collabera.com
973-606-3290