BPO IT Helpdesk Support Associate

About us

We partner with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldn't find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center, but we believe it can be so much more! If you delight the customer, listen to their feedback, and use their insights to gather data about products and offerings, customer care can have a strategic role in growing a business.

About the role

Act as the primary point of contact for U.S.-based employees of a Quick Service Mexican Grill, providing technical support for store devices (POS systems, hardware, printers, scanners), network troubleshooting, and all company systems.

Key responsibilities

• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Document incidents and resolutions and provide updates to the knowledge base where applicable
• Provide excellent customer service to internal team members (inbound voice calls & back office offline work) while troubleshooting & resolving issues within scope & procedures

About you

• 1-2 years of at least Tech Level 2 experience within BPO setting, IT service desk experience is a plus
• Strong technical proficiency in hardware and networking
• Good understanding of security best practices in a regulated business
• Experience with network troubleshooting tools such as Prisma, Fusion, New Era, PuTTY, Switch, IP Calculator, CMC, etc is highly preferred
• Experience in POS troubleshooting is an edge, ALOHA experience is a plus
• Exceptional English communication skills (written and spoken)

Technology Requirements

• A licensed Windows computer with a serial number is the only computer we will accept for this position. We do not allow customized or jailbroken homemade devices.

• Strong wired internet connection to support systems

• Windows Computer with a working webcam

• Working headset with a microphone

• Willing to have Crowdstrike installed on personal computer/laptop

• All agents will be required to install third-party software in order to run the screen capture module:

  • Screen Capture Module l Microsoft Windows Installer 2.0 or later. l Microsoft Visual C++ 2019 Redistributable 32-bit. l Microsoft .NET Framework 4.6.2or 4.7.x

• Download speed must be at least 80 MBPS with latency (RTT) of <200ms

• Processor: Intel Core i5 11th generation (2021 and up) with 500 GB HDD / AMD Ryzen 5

• RAM: 16 GB

Benefits

• Fully remote work environment
• Competitive wages
• Comprehensive training on products and services
• Career development opportunities, including internal promotions
• Positive and growing work culture that values diversity and inclusivity

If you possess a compassionate nature, thrive in a customer-centric role, and have a passion for assisting others, we encourage you to apply.