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**Purpose of Position**
The POS Support Center Tier 2 Specialist will provide helpdesk support for POS Customers and Authorized Service Contractors (ASC). As a Tier 2 Specialist you will be helping to respond to this teams estimated 1,500 inbound calls daily for our Passport Point of Sale system. Utilizing training and knowledge guides you will attempt to quickly diagnose issues and bring the customer’s site back into operation or help to answer their questions in regard to the system. As a 24x7 help desk, flexibility in schedule is required and after initial training period your work shift will be determined based on staffing needs of the business.
- Provide Operational and Technical Assistance to end-users on dispensers and Passport Point of Sale and other Gilbarco related products and services.
- Open, manage and dispatch Authorized Service Contractors.
- Manage, monitor and resolve tasks and alarms on a daily basis.
- Maintain Department guidelines regarding average handle time and productivity
- Maintain Department guidelines regarding call quality and call audit process
- Continuously increase product knowledge through on-the-job training and self-study
- 2-year technical degree (preferred) or equivalent skill set
- Proficient in operating a PC and related business software
- Call Center experience (preferred)
- Good customer service skills
- Proficient in Microsoft Office programs
- Networking knowledge / experience (preferred)
LI-CB2
- Provide Operational and Technical Assistance to end-users on dispensers and Passport POS and other Gilbarco related products and services.
- Open, manage and dispatch Authorized Service Contractors.
- Manage, monitor and resolve tasks and alarms on a daily basis Examples include:
- Spot activations
- Bundle activations
- Password resets
- Remote Key Loads
- Deployment questions
- SR status questions
- ESR status questions
- Follow up alarms
- Special project requests
- Cookie requests
- Maintain Department guidelines in regards to average handle time and productivity
- Maintain Department guidelines in regards to call quality and call audit process
- Continuously increase product knowledge through on the job training and self stud
