Job Title: Tech Product Support Specialist Responsible for the implementation of the systems related to the Programming, Testing, and Pre-load functions for POS equipment and software. Ensure that TASQ is properly poised to support changing needs of existing and new customers’ needs for programming and pre-load. Job Specific Responsibilities Work with Client Relations to evaluate potential new Customer requirements to determine TASQs ability to support the products, procedures or services which would be needed to support the new Customer. Determine if additional resources such as IT, Deployment support, Training, and Telecommunication would be needed and coordinate if necessary. Create a timeline of when the implementation of the new Customer would begin and be completed, documenting all stages of the process. Deliver the timeline to Client relations for communication with the customer and appropriate departments. Creates all Training documentation for the Programming and Pre-load functions. Update documentation as necessary to maintain highest quality standards for order processing. Facilitate training with Support of Tech. Support Specialist I as needed. Act as escalation point for the Pin Pad dept., Alliance Support dept., Deployment dept., and Technical Support Specialist I, offering solutions to high level technical and customer service issues which cannot be answered within the department or by the Technical Support Specialist I. Schedule and facilitate meetings with vendors to gather information on the functionality of new product, both hardware and software, to evaluate for use by TASQ. Determine resources and support needed such as additional PCs, Ethernet connections, additional inventory space etc., plan for these resources to be in place if needed. Work with Client Relations and Sales team to evaluate customer requests and provide cost analysis to be used by Sales team to deliver on RFPs. Answer any questions related to the programming piece of the RFP. Create detailed department reports to include project updates, department challenges, time allocation, technology and system updates. Report will be reviewed by the Technical Support Director and communicated with various departments as needed. Participate in transition team during acquisitions, to include travel to acquired facilities to evaluate technical aspects of operations related to programming and pre-load, identify areas of concern which need immediate attention, such as products TASQ does not currently support, and create transition plan timeline. Communicate timeline to impacted departments to gather feedback and make adjustments to the timeline as necessary. Perform maintenance as needed, such as rebooting the system/server, and/or contact vendors for system errors related to the Programming and Pre-load functions. Continually communicate with Deployment Manager, and Technical Support Director to evaluate and streamline Programming and Pre-load process to position business for growth and improved practices and ensure that re-order points are set and inventory levels are maintained to ensure that there are always enough terminals ready for order processing. Update and deliver training as necessary. The POS Technology Administrator will make decisions that will impact internal and external customers within guidelines set by Director, escalating only the most complex questions to the Director. This position will act as a representative of the company by asking and answering questions of the internal and external customers to determine their needs and if the business will be beneficial to TASQs revenue. Will ensure that the proper training and systems are in place to properly poise TASQ for meeting SLAs . Success of position determined by ability to meet deadlines set by Customer and Sales Reps. Deadlines vary from same-day to 60 days. Candidate Requirements The successful candidate will have a minimum of two years of experience in the POS industry with a solid understanding of POS products and applications. This individual will have managed projects from the inception of the idea to the successful achievement of the projects objectives. This position will also require a high level of professional customer service experience, technical troubleshooting experience in POS software/products, ability to multi-task, professional written and verbal communication skills, and strong organization and follow-up skills. Bachelor’s degree or equivalent experience required.
Posted on: Wed, 14 Jan 2015 18:26:51 +0000
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