• Responsible for ensuring the customer’s entitlement of services; Remotely deliver solutions, dispatch service personnel, and when appropriate verify resolution of a customer’s issue that has not been escalated; Work directly with the customer to understand the problem, and/or escalate problem to the next level;
• Following the documented Remote Incident Management Process, position’s primary responsibility is to perform Level I technical troubleshooting with end-users of PCs and retail point-of-sale devices (depending on account assignment); Reviews incident history to determine recurring faults;
• Provide technical phone support on Hospitality products (ALOHA and other), systems and various software products; Provide accurate solutions to user problems to maximize product or system availability; Take ownership of service request from customer and ensure timely and satisfactory resolution of problem;
• Escalate both internally and externally when required according to defined Escalation Paths;
• Enhance and develop quality support methods and communication skills through coaching feedback, and other developmental approaches;
• Assist in the resolution of user and support issues over multiple user sites to ensure timely distribution of knowledge and cause positive impact on user satisfaction; Updates work orders and provides status information;
• Research, resolve, and respond to questions received via telephone calls, letters, and callbacks in a timely manner, in accordance with current standards and set targets; Communicate with customers through various means (oral, written, electronic) to remotely resolve customer problem;
• Use tools to remotely access customer equipment to diagnose and resolve customer problem; Follow solutions outlined in the knowledge database; Verify resolution of problem with the customer; Record information into the Neos/Salesforce (incident tracking) system;
• Document, verify and make appropriate corrections to the incident record and customer profile; Ensure thorough documentation of problem description and all subsequent activity; Write knowledge articles based on lessons learned in resolving customer issues;
• Contribute as a team member; Participate in team meetings and activities; Participate in objective setting, performance management, reward and recognition programs;
• Participate in special projects as assigned to continuously improve processes, tools, systems and organization; Coordinate project start up activities;
• Maintain technical knowledge and expertise associated with multiple applications and hardware specific to individual customer’s solution;
• Support less experienced colleagues on the helpdesk through joint working, monitoring, direct feedback and knowledge sharing; Follow all mandatory training courses according to provided timelines;
• Record information into the Incident tracking system (Neos/Salesforce); Conduct Neos/ Salesforce quality audits and Call Monitoring activities through monitoring tool;
• Manage operations during scheduled shifts using on-hand tools and observations;