Tech Support

We provide a completely mobile, cloud-based retail management solution that delivers a full omnichannel experience, while providing effortless implementations and a simple-to-use interface, so you can focus on what you do best.

**Goal**

To be the primary point of success with clients and resellers concerning technical issues through superior communication (quality and speed) and by rapidly addressing problems/Issues and competently resolving them to client satisfaction.

**Purpose**

To Eliminate friction in Commerce through rapid resolution of technical problems.

**The End Result**

Tech Support and customer service issues swiftly addressed and competently handled, exceeding customer/reseller expectations and resulting in Teamwork Client and Reseller evangelists.

**Duties and responsibilities**

**Here are some of the areas that the Technical Support Tier 1 is responsible for**:

• Take calls from clients and answer questions to solve problems
• Use BOMGAR remote viewing software to take client-server requests
• Use Jira ticketing systems to take, manage, and solve support tickets for clients
• Work collaboratively with other Tier 1 Support Representatives
• Escalate issues and work collaboratively with Tier 2 and Tier 3 personnel
• Log all time for tasks, tickets and projects worked on during the day
• Log all software issues in the quality assurance database and follow up accordingly

Tier 1 is the primary point of contact at the Break/Fix level. In other words, when an issue arises of any kind that appears to be of the nature where something (hardware or software) is not operating as expected, Tier 1 is the frontlines contact person at the point the issue is reported, and should demand to remain the key contact through to the resolution of the issue

By properly setting the customer’s expectations for resolution, the Tier 1 support rep keeps the client calm while solving or working with the team to solve any issue.

Before escalating the problem to the next tier, Tier 1 Support Reps are expected to resolve any issue they’ve been trained to solve and/or for which they have the tools. As internal knowledge grows and tools are created to solve support issues, this job continues to expand.

Tier 1 operates on several different shifts in order to support our clients and their schedules, and it includes pre-scheduled calls, on-call weekends and on-call holiday support.

Secondarily, Tier 1 Support Reps, due to the nature of working intimately with clients, must “own” all issues that they begin. Per other Advices, Tier 1 escalates an issue if they are not making progress over a 30-60 minute period. However, even after escalating issues to Tier 2, the CSM Support Lead, or Tier 3, the Tier 1 Rep is still responsible for tracking the progress of an escalated issue and ensuring the customer gets handled and the issue resolved. By doing this, the trust in Tier 1 as a point of contact (POC) will grow and stay strong.

**This role is a good fit if you bring**

• 3 years of previous experience as **Help Desk**, **Tech Support** or **Service Desk**.
• Advanced english level
• Leverage proficiency with **SQL**, **Excel**and other data tools to drive analysis.
• Familiarity with Retail POS, CRM, Sales Audit, Stock Audit, ERP systems is a plus.
• Familiarity with backend retail system Architecture is a plus.

Tipo de puesto: Tiempo completo

Sueldo: $24,000.00 - $28,000.00 al mes

Beneficios

• Seguro de gastos médicos mayores
• Seguro de vida

Tipo de jornada

• Turno de 8 horas

Pregunta(s) de postulación

• ¿Puedes laborar presencialmente en Jurica, Querétaro?

Experiência

• SQL: 3 años (Obligatorio)
• help desk: 3 años (Obligatorio)

Idioma

• Inglés (Obligatorio)

Lugar de trabajo: Empleo presencial