Support Technician – L1

This is a fully remote position, open to applicants in India.

📋 Description

• Serve as the primary point of contact for customers through various support channels, including phone, SMS, email, and chat.

• Address incoming issues related to POS software, hardware, systems, and connectivity, troubleshooting them in line with established support protocols and internal processes.

• Identify and resolve Level 1 technical problems within your expertise and escalate more complicated incidents to the relevant technical team.

• Ensure that all customer calls, incidents, and support requests are accurately recorded, prioritized, updated, and escalated when necessary.

• Operate within defined Service Level Agreements (SLAs) and guarantee that customers receive prompt updates throughout the resolution process.

• Provide exceptional customer service while maintaining clear, professional, and empathetic communication in each interaction.

• Strive to enhance first-contact resolution rates and minimize repeat customer inquiries and tickets.

• Offer basic system and product training to customers via phone or remote support channels as required.

• Generate sales orders for any additional software or hardware needs identified during customer interactions.

• Forward customer complaints and significant service issues to the Level 1 Team Leader or the appropriate manager.

• Collaborate effectively with Level 2 Support, Systems Administration, Customer Success, Account Management, installation and training teams, as well as after-hours support teams.

• Maintain precise documentation of troubleshooting activities, customer communications, resolutions, and escalations.

• Engage in training, coaching, knowledge-sharing, and opportunities for professional development.

• Continuously enhance technical knowledge related to POS software, hardware, networking, and associated technologies.

• Recognize opportunities to refine support processes, improve customer experience, and boost team efficiency.

• Adhere to company policies and procedures regarding security, workplace health and safety, operations, and customer service.

• Exemplify the company’s values through teamwork, accountability, customer focus, continuous improvement, open communication, and pride in the quality of your work.

⛳️ Requirements

• Prior experience in a Level 1 Help Desk, Service Desk, Technical Support, Application Support, POS Support, or a similar customer-facing technical support role.

• Proven Level 1 technical troubleshooting expertise and the ability to diagnose common software, hardware, system, and connectivity issues.

• Experience in supporting Point of Sale (POS) systems or hospitality/retail technology is highly desirable.

• Intermediate computer skills with a solid understanding of software and hardware; basic networking knowledge is advantageous.

• Strong customer service abilities and the capacity to communicate technical information clearly to non-technical customers.

• Excellent verbal and written communication skills in English.

• Strong analytical and problem-solving abilities with keen attention to detail.

• Capability to manage multiple support tickets, systems, and customer interactions while meeting competing deadlines and service-level obligations.

• Proficient in accurately documenting technical issues, troubleshooting steps, resolutions, and escalations.

• Strong initiative, self-motivation, and the ability to work effectively with minimal supervision.

• Demonstrated ability to cultivate and sustain positive working relationships with customers and internal teams.

• Comfortable operating within structured processes while exercising sound judgment to recognize when an issue necessitates escalation.

• Willingness to work from 11:00 AM to 7:00 PM AEST on a rotating 5-day roster, including weekends.

• Flexibility to provide after-hours coverage when needed, including extended shifts to accommodate team member leave.

• Commitment to ongoing learning and development of technical knowledge as products, systems, and support processes evolve.

• A Diploma or Degree in Information Technology, Computer Science, Information Systems, or a related field is advantageous but not mandatory.

🏝️ Benefits

• Flexibility in work hours and location, focusing on energy management rather than time management.

• Access to online learning platforms and a budget allocated for professional development.

• A collaborative environment free of silos, promoting learning and growth across teams.

• A vibrant social culture featuring team lunches, social events, and opportunities for creative contributions.

• Health insurance coverage.

• Leave benefits.

• Provident fund contributions.

• Gratuity provisions.