What are the responsibilities and job description for the (Bilingual) Junior Customer Support Associate (Point-of-Service) | Entry Level position at Two Hands America Inc?
We are currently seeking a dedicated customer-facing junior technical associate to join our team. The ideal candidate will have a pivotal role in maintaining POS-related hardware and software, while providing essential technical support to our valued clients.
As a Junior Technical Associate (Point-of-Service) at TWO HANDS AMERICA INC, you will play a vital role in maintaining and optimizing our POS system. Your responsibilities include troubleshooting system issues, programming menu items, offering Level 1 support to restaurant staff and IT systems, and ensuring the seamless operation of our POS system. You will also handle credit card data entry, financial transactions, and provide Tier 1 technical support, all while maintaining a strong focus on customer service and collaboration with our valued clients.
Training will be provided
RESPONSIBILITIES
POS :
Ensure seamless operation of the window-based System and POS system.
Troubleshoot and resolve issues related to POS system functionality.
Program menu items in the POS system.
Provide Level 1 support for restaurant staff and IT systems, including logins, password changes, SharePoint updates, email, and systems access.
Actively manage email hosting and internal networks.
Act as a liaison between restaurants and all systems / platforms on help desk requests.
Manage the phone system and serve as the primary point of contact.
Maintain a log of credentials for systematic equipment.
Track and maintain all hardware, software, and subscriptions.
Offer oversight and insight into existing and new technological tools or software.
Create a spec guide for all new hardware purchases.
Review and approve all tech-related contracts (systems, internet, etc.).
Develop and provide training on proper usage of restaurant systems.
Provide after-hour, weekend, and holiday on-call support as needed.
Answer phone calls and provide professional and courteous assistance, directing callers to the appropriate departments.
Respond to emails promptly and efficiently manage electronic communication.
CREDIT CARD
Enter data for merchant applications, ensuring accuracy and completeness.
Invoice sales partners and track financial transactions.
Assist in file builds for equipment, ensuring accurate and organized documentation.
Educate customers on relevant industry information and provide training, reporting, and self-service tools.
Provide Tier 1 technical support and troubleshooting to merchants and partners.
Offer phone, email, and ticket assistance to the merchant / partner base.
MINIMAL QUALIFICATIONS
Basic understanding of Networking, OS, File Issues, IP addresses, hardware, and software issues.
Strong troubleshooting skills and the ability to resolve technical issues for end-users.
Proficiency with Microsoft Office programs.
Excellent written and verbal communication skills.
Ability to effectively prioritize tasks in a high-pressure environment and adapt quickly.
Able to work both independently and collaboratively with team members.
Knowledge of basic financial processes and invoicing.
Bachelor's degree in business and technology preferred, but not required.
Excellent communication and interpersonal skills.
Strong organizational and analytical abilities.
Detail-oriented with a focus on quality control.
Willingness to travel frequently and conduct on-site inspections.
Self-motivated and able to work independently.
Problem-solving skills and the ability to address operational challenges effectively.
PREFERRED QUALIFICATIONS
Experience in restaurant or retail IT support.
Familiarity with POS systems.
Bachelor's degree in business, hospitality, or a related field preferred, but not required.
Excellent communication and interpersonal skills.
Strong organizational and analytical abilities.
Detail-oriented with a focus on quality control.
Willingness to travel frequently and conduct on-site inspections.
Self-motivated and able to work independently.
Problem-solving skills and the ability to address operational challenges effectively.
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