Technical Support Specialist Tier II

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Written by AI from the job title and company, not by Sweed POS, so some details may not match this job. The employer's own page has the real description.

Job Overview

The Technical Support Specialist Tier II at Sweed POS is responsible for providing advanced technical support to our clients, ensuring that their issues are resolved in a timely and efficient manner. This role involves interacting with end-users, troubleshooting complex problems, and collaborating with cross-functional teams to enhance customer satisfaction. The Technical Support Specialist Tier II will also play a key role in documenting issues and contributing to our knowledge base, thereby supporting the overall improvement of our technical support operations.

Job Responsibilities

• Provide expert technical support by diagnosing and resolving escalation tickets from Tier I support.
• Assist in the identification and troubleshooting of software and hardware issues related to POS systems.
• Communicate effectively with clients to gather detailed problem descriptions and provide regular updates on issue status.
• Document all interactions and resolutions in our ticketing system, maintaining accurate records for future reference.
• Collaborate with the development team to relay customer feedback and assist in the resolution of product defects.
• Participate in the maintenance and improvement of the support knowledge base and FAQs.
• Conduct training sessions for Tier I staff on advanced troubleshooting techniques.
• Adhere to service level agreements (SLAs) to ensure customer expectations are met or exceeded.

Qualifications

• A bachelor’s degree in Information Technology, Computer Science, or a related field.
• Minimum of 3 years of experience in technical support or a related role, preferably in the POS industry.
• Strong knowledge of operating systems, networking, and hardware components.
• Proficient in troubleshooting software and hardware issues.
• Excellent verbal and written communication skills.
• Ability to work independently and collaboratively in a team environment.
• Familiarity with support ticketing systems and documentation practices.
• IT certifications (e.g., CompTIA A+, Network+) are preferred.

Technologies & Tools

In this role, the Technical Support Specialist Tier II will utilize various technologies and tools including ticketing systems like Zendesk, remote support software (e.g., TeamViewer), and project management tools (e.g., Jira). The specialist will also work with POS hardware and software, including peripherals and integrated payment solutions, to diagnose and resolve client issues efficiently. Familiarity with databases and scripting for automation may also be beneficial.

Ideal Candidates

The ideal candidate for the Technical Support Specialist Tier II position at Sweed POS will be a solution-oriented individual with a strong technical background and a passion for customer service. They will possess excellent analytical and problem-solving skills, enabling them to tackle complex issues with ease. Strong interpersonal abilities and patience are essential, as the role involves direct communication with customers experiencing technical difficulties. A proactive attitude towards continuous learning and a commitment to high-quality service will contribute to the candidate's success in this role.