POINT-OF-SALE SUPPORT SPECIALIST

Job Description: 

POINT-OF-SALE SUPPORT SPECIALIST

Jonas Software - Computrition

West Hills, California (Hybrid)

POSITION

We are seeking a dedicated professional for the position of Point-of-Sale (POS) Support Specialist. The successful candidate will be an integral part of the Support Team in a high growth organization.  This is an exciting opportunity for an individual looking for a fast paced environment where experience will be drawn upon to effectively assist in resolving customer issues.

The POS Support Specialist will be working as a member of our Customer Support team and will be responsible for working remotely with our customers to resolve any support needs of our POS Retail Sales Solution. This individual will be involved with phone support for application/software issues, documentation, troubleshooting and installation of hardware and software, and internal testing/troubleshooting of the system.

JOB RESPONSIBILITIES

• Team members will provide timely and efficient application and basic technical support to existing customers via phone, web and/or email
• Keep customer informed of progression with issues and provide follow up
• Continually review, revise and update customer account data for accuracy, including contacts and mailing information
• Provide support and assistance to remote and internal team members
• Address account escalations and deal with unique customer requirements
• Assist with all phases of the hardware installation from ordering to on-site setup
• Keep accurate documentation of support activities and communications
• Assist in software testing
• Conduct telephone training as required

The successful candidate must be able to work under pressure in a busy environment and have an aptitude for logical problem-solving taking ownership until resolution.

JOB QUALIFICATIONS

Knowledge and Abilities

• Basic knowledge of food service and/or retail sales related information.
• Able to multi-task in a fast-paced environment/set priorities within time constraints.
• Courteous and professional phone manner, demeanor and attitude are essential.
• Proven ability to meet deadlines, problem solve and teach others
• Excellent organizational, and customer service skills
• Must be able to work independently as well as coordinate efforts with other team members on universal customer issues.
• Must be willing to work variable hours Monday – Friday from 6:00 AM to 6:00 PM (Pacific Time) and on a rotating basis for on-call 24x7 customer support.
• Occasional travel may be required for onsite installations.
• Must be able to lift approx. 30-40 lbs. during shipping and on-site installations.

Required Skills and Qualifications

• Requires experience in Point of Sale or Desktop Hardware Installation and Support.
• Requires Bachelor’s degree in food service, retail sales (food), or a related field OR the equivalent of 3-4 years work experience in the above-mentioned areas.
• Strong PC and system navigation skills, specifically in a Windows-based environment.
• Knowledge of Oracle databases and network environments is a plus.
• Previous customer service or support and/or basic technical experience required.
• Excellent verbal and written communication skills and interpersonal skills required.

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More About Jonas Software:

Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain.

Jonas’ vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of ‘Software for Life’ and as an ambassador for technology, product innovation, quality, and customer service.

Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals.  Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa.  Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60.