Job Title: Technical Support Specialist (POS, SaaS) Job Description The Advisor I, Technical Support responds to basic and routine inquiries of a technical nature including hardware/software, or other designated client products. This position assists external users of the client's technical products or services by answering questions and solving problems involved in their use. **What You'll Do** **● You will be the first point of contact for our customers - answer incoming calls, call back customers, respond via email through tickets and engage customers via live chat** **● Consult with customers to provide information about our products and platform builds** **● Learn our platform inside out, and be hands-on with the platform configuration** **● Be hands-on with troubleshooting technical hardware issues that occur with the payment, POS terminals, receipt printers, docket printers, wristband printers, sticker printers, and cash drawers.** **● Document, submit, and track platform bugs until they are resolved (We use JIRA!)** **● Various administrative duties including market research, internal processes and ensuring consistency with the global team** **● Deliver excellent customer service at all times** **● Work closely with our AWESOME team to ensure our customers have remarkable experiences** Requirements You must have experience working in a similar role within a SaaS or POS Payments business for 1 year or more ● You must have experience troubleshooting POS hardware, printers, and payment terminals ● This role will be in office and scheduled for 1st shift and 2nd shift. ● Formal IT qualifi cations, bonus if you have a bachelor’s degree in a related fi eld ● Experience using ticketing systems - we use Salesforce ● Extra points if you bring troubleshooting experience working with payments systems ● Fluency in English at a C1 level or higher, both written and spoken, is required ● You will be very tech-savvy and able to pick up new tools very quickly ● Willing to proactively self-learn about technology and work autonomously in a fast-paced, entrepreneurial environment ● You have demonstrated experience with troubleshooting methodologies and implementing them in your workflow ● Great customer service skills; demonstrated experience is a must! ● High level of organizational skills and time management skills ● Strong attention to detail ● Being bilingual is a strong advantage Location: CRI San Jose - US Embassy Language Requirements: Time Type: Full time **If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)**