Advanced Support Technician (POS Systems)

Job Description

Job DescriptionAdvanced Support Technician – POS SystemsExpert Technical Solutions has an outstanding opportunity for an Advanced Support Technician with a fast-growing company in Marietta, GA.This is a Permanent opportunity offering competitive salary, excellent benefits, and growth opportunities!The Advanced Support Technician will be responsible for remote maintenance, repair, and troubleshooting of point-of-sale and payment systems. This role will provide exceptional customer service and support to clients, ensuring their systems are running smoothly and efficiently and encouraging client retention.Duties and Responsibilities:

• Take full ownership of remote troubleshooting, maintenance, and repair of POS and payment systems.
• Use ConnectWise Manage and ConnectWise Control RMM to log, track, and resolve issues.
• Ensure customers receive timely and accurate support to minimize downtime.
• Maintain high customer satisfaction by resolving tickets efficiently within SLA timelines.
• Work with internal staff to be POC for support team escalations and training needs
• Serve as the primary point of contact for designated VIP clients, ensuring their support experience is prioritized and personalized.
• Deliver high-touch support with proactive communication, white-glove issue resolution, and follow-through.
• Monitor VIP system performance and provide routine health checks, ensuring maximum uptime and operational efficiency.
• Coordinate with other departments (Sales, Systems) to anticipate and fulfill VIP-specific technical needs.
• Document unique configurations, preferences, and escalation paths for each VIP client.
• Maintain a heightened level of discretion, urgency, and professionalism in all interactions with VIP stakeholders.

Skills:

• 1+ year of POS support experience
• Focus POS experience
• Experience in providing excellent customer service
• Excellent communication and interpersonal skills both verbal and written
• Experience in restaurants or related industry
• General understanding of computer networks, inclusive of devices, installation, and setup