Technical Support Representative*

Job Description


  • Address user’s tickets regarding software configuration and changes in POS application, hardware, and networking;
  • Answer phone, respond to customer requests, and provide customers with simple, step-by-step instructions;
  • Provide updates and configuration of Client’s software;
  • Diagnose and troubleshoot technical issues, including account setup and network configuration;
  • Walk customers through installing applications and computer peripherals;
  • Conduct remote troubleshooting;
  • Perform advanced software repair and installations on customer computers by troubleshooting via remote service tools;
  • Ensure all issues are properly logged;
  • Work effectively in a team environment and help others where needed;
  • Work and connect with colleagues offshore;
  • Perform special assignments as required;
  • Report customer feedback and potential product requests;
  • Follow up with customers to ensure their IT systems are fully functional after troubleshooting; and
  • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers).


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