POS Support & Implementation Specialist

Division: DeNovo Systems, LLC

Location: 1000 Avenida Ponce de Leon Suite 2A, San Juan PR 00907

Job Title: POS Support Specialist

Reports to: Product Manager DejaPayPro

Level/Grade Type of Position: Hours: 40 / week
Hourly wage: $15.00; Full-time Non Exempt.

JOB DESCRIPTION:

Customer Service Merchant and Sales Support (internal and external) including onboarding, training, setup and ongoing support for DejaPayPro; Cloud Based Point of Sale Tablet Software.

MAIN DUTIES:

• Setup, training and ongoing support of DejaPayPro. Setup consists of the creation of the terminal and customer profile (menu and configuration)
• Reseller or Sales Organization support (ISO) for DejaPayPro (inclusive of demonstrations, training, setup and any question regarding sales of the product.
• Merchant support for DejaPayPro inclusive of demonstrations, training, setup and any question regarding the operation of the product.
• Process inbound calls to the point of resolution. “One Call Resolution” concept, all calls will involve handling customer inquiries, complaints, requests for technical support, and updating customer account information assigned.
• Assist in reconciliation support of sales totals (tip amounts, tip adjustments, batch settlements, employee reports in regard to Point of Sale systems)
• Effectively manage queue of incoming tickets and calls on a day-to-day basis, including follow ups on a timely fashion.
• Maintain strong, open communication with co-workers, supervisors and managers.
• Effectively utilize various internal computer applications to support our customers.
• Adhere to all departmental and company policies.
• Utilize your skills to provide to complete the task assigned according with ETA.

Experience Skill Recommended:

• Basic over the phone, Remote Desktop Control troubleshooting and problem-solving skills.
• Customer service and/or troubleshooting experience in call centers/helpdesk.
• Basic knowledge of operating Windows (Chrome, Firefox, Edge browser naviations), Microsoft Office Suite, (Word, Excel, Access, PowerPoint), Android, Linux, and Apple OS.
• Experience with the installation of devices like Kitchen printers, Receipt printers, and POS equipment.
• Payment Processing / Merchant Services experience is recommended, but not required.
• Excellent listener and communicator, with superb interpersonal skills.
• Strong phone contact handling skills and active listening.
• Ability to communicate with customers, employees, and vendors in a professional and courteous manner.
• Critical mindset for listening to problems, and deducing possible route to resolutions dealing with financial reconcilation (basic mathematics and accounting) and technical.

Required Qualifications:

• High school Diploma or GED.
• Technical POS experience (2+years)
• Network support
• Software Troubleshooting
• Minimum 2+ years of experience in customer service dealing directly with customer over the phone or in person.
• Recommended minimum 2+ years merchant services industry experience or related industry.
• Ability to work flexible hour including nights, weekends, and holidays.
• Fluent in English and Spanish (written and verbal)
• Proficient computer skills with ability to learn new software.
• POS Experience (Clover, Aldelo, LAVU or related retail software)

Competencies:

• Self-motivated, team player, detail oriented, and well organized.
• Strong organization and time management skills.
• Multitask and work under pressure with deadlines.
• Ability to communicates clearly without technical terms.

Special Assignments

• Quality Assurance (QA) assist for any new application released and provide a feedback report.
• Replicate any customer issues in the LAB and provide a resolution.
• Technical writing update for our manuals, quick reference guides, and technical documents.
• Update knowledgebase and internal systems from English to Spanish.
• Other task may be assigned according to business needs.

Benefits:

• Health and Dental Insurance
• Vacation and Sick Leave
• Retirement Plan (401k)
• Travel Expenses
• On premises Gym

Schedule:

• Monday through Friday regular shift.
• Rotation Schedule (8:00am/5:00pm | 10:00am/7:00pm | 11:00am/8:00pm)
• Availability to work on holidays, weekends and overnight
• Overtime

Job Type: Full-time

Pay: $15.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience:

• Call center: 2 years (Preferred)
• POS: 1 year (Preferred)

Language:

• English (Required)

Work Location: In person