Technical Support Analyst
- Solugenix
- 1 - 6 years
- Hyderabad
- 9 months ago
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Job Description
Position Title: Technical Support Analyst
Job Location: Hyderabad (WFH)
Shift timings: Any time between 5:30 PM and 7:30 AM IST (9 hours shift).
Workdays: 5 days in a week (includes rotational week-off)
Job Description (Job Summary/Roles & Responsibilities)
Summary of Job Function
We are seeking Technical Support Analyst (enterprise management) to join our team. The ideal candidate will be responsible for troubleshooting product-related issues on the POS system, menu management, and back-office reporting. This role involves providing exceptional customer service through various communication channels such as phone calls, emails, SMS texts, chat, and web portals.
Required Experience: At least 1 yr. in customer support (preferably providing product and pricing support in the restaurant/retail industry)
Essential Duties and Responsibilities
Customer Service:
- Take live phone calls and monitor shared email box.
- Respond to SMS text messages, chat inquiries, and web portal interactions promptly and professionally.
- Strive to achieve the excellent quality assurance scores on customer interactions.
Menu Management:
- Add/remove products from the menu.
- Update pricing of products.
- Implement and manage product discounts.
- Troubleshoot product-related issues on Point of Sale (POS) systems.
- Perform software configuration of Kitchen Display Systems (KDS) monitors and ticket printers.
Back Office Reporting:
- Perform backoffice reporting including cash management, inventory, invoices and labor.
- Infrastructure
- Wired Internet connection (cable/broadband)- WIFI is NOT permitted or supported on the provided work equipment.
- Internet Service Speed Minimum: 20 Mbps download / 5 mbps upload
- Distraction free work environment. Whether its your bedroom with a desk set up or a designated office within your home, you should be able to close a door to outside distractions and noise.
Mandatory Skills:
- Excellent communication skills, both verbal and written.
- Strong customer service skills
Desired Skills:
- Knowledge of POS systems preferred.
- Experience working on a service management tool preferably ServiceNow (other alternatives Zendesk/Salesforce Service Cloud/ Freshdesk/Jira Service Management etc.)
Education & Certifications: Any Graduate
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information Security, Role Category: IT SupportRole: Desktop EngineerEmployement Type: Full timeContact Details:
Company: SolugenixLocation(s): Hyderabad
Keyskills: Customer Support International Voice Process POS Menu management
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