Acrelec is recruiting talents for tomorrow
IT / Web
POS Technical Support Specialist (Senior Level)
About Acrelec
Acrelec is a global technology company focused on reinventing the customer experience for restaurant and retail brands. Leveraging decades of software, hardware and service expertise, we develop and integrate new platforms that increase customer engagement, optimize efficiency and improve operations. Our 900 employees around the globe collaborate with our customers and partners to design, create and build the world’s leading smart stores. Never satisfied with the status quo, our passion is in delivering breakthroughs that drive business results.
Responsibilities:
- Offer technical support on POS solution;
- Contribute to process improvements and innovations in POS implementation and support;
- Utilize knowledge of in-house restaurant operations to optimize POS configurations;
- Categorize every support ticket based on urgency;
- Analyze the system logs and find the root cause of client issue;
- Troubleshooting technical issues;
- Escalate the ticket to development/ PM teams in case of inability to fix the issues;
- Track and monitor ticket statuses;
- Keep customers informed / updated;
- Follow up with clients to ensure the problem is resolved;
- Perform software requests and keep your colleagues updated;
- Maintain a strong and positive communication with all the customers.
Expected skillset:
- Work experience min. 3 years, including experience in POS solutions and support roles;
- Good knowledge of restaurant in-house operations;
- Experience with troubleshooting and error resolution of POS and cloud products;
- Experience educating customers on operational best practices to increase store performance;
- The creativity and ability to provide feedback on internal processes and best practices to improve the customer experience;
- Experience with POS peripheral devices like printers, scanners, cash drawers etc;
- Basic understanding of networking, databases, and Windows operating system;
- Very good level of English (both written and spoken).
Nice to have:
- Experience in traditional POS systems (Aloha, micros 3700, RPOS, IRIS, Simphony, RPOS, etc);
- Knowledge of API and POS logging tools;
- Experience working with product and engineering teams on issues or initiatives;
- Previous experience with implementing POS integrated with 3rd party solutions for example with online ordering;
- Experience with self-ordering kiosks and drive-through solutions.
What we offer:
- The 13-th salary;
- Annual holidays starting from 23 days;
- 1 additional day off for your Birthday;
- Additional budget for expenses caused by remote working;
- Meal Tickets;
- Easter and Christmas bonuses;
- Medical subscription;
- Referral bonuses;
- Learning & development budget.
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