Expert Technique PDV - POS Technical Expert

at  Payfacto

EXPERT TECHNIQUE

En tant qu’expert technique, vous fournirez un support technique à l’équipe de projet et aux partenaires de PayFacto grâce à votre expérience technique POS et à vos compétences en matière de relations avec les clients. Vous agirez en tant qu’expert technique sur les solutions de paiement et le logiciel POS, soutenant à la fois les équipes de projet pendant les installations des produits de PayFacto aux revendeurs et aux clients (POS et PAY) et agissant en tant que point d’escalade pour l’équipe de support technique, fournissant un niveau supérieur de dépannage et de résolution de problèmes.

ABOUT US:

• We provide fully integrated payment and point of sales solutions to restaurants, hotels and bars
• We are known for our state-of-the-art point of sales systems (Veloce and Maitre’D)
• We have offices in Canada, US and Europe
• We are expanding and growing!

• Meeting operational goals and driving issue resolution.
• Manage and support of POS and integrations bug fixes.
• Coordinate and provide additional feedback to R&D on reported software bugs and requirements.
• Coordination for product pilots with the Product team, Support team, Sales team, and with PayFacto’s partners.
• Manage the pilot performance and gather feedback from customer and relay updates to Product team.
• Integration support for partners, including third-party interface as gift & loyalty, finance modules, scheduling, and other operational applications…
• Escalating issues to Product teams, Project teams and manage issue resolution.
• Provide pre-sales support and product consultations to the sales and business development teams.
• Perform system diagnostics and transaction research to analyze and resolve endpoint problems in both the test and production environment.
• Identify, troubleshoot, and resolve complex processing, application usage, or business issues.
• Maintain ownership and account update on escalated tickets until the issue is resolved.
• Handle multiple assignments, appropriately prioritize work, and provide excellent written and verbal communication.
• Provide product and technology teams with accurate and timely feedback based on customers and partner’s feedback.
• Collaborate with Product team on building documentation of internal support-related tools and create/edit/distribute customer communications.
• Coordinate the product releases and software updates with the Product team, Customers Experience team, Partners, and Customers.
• Work closely with the Product team to identify major issues and manage impact on product development and roadmap.
• Work collaboratively with Level 1 and Level 2 Technical Specialists as escalation point for our POS Software’s and Payment solutions.
• Troubleshoot and resolve the more difficult technical support issues, via phone, email, and ticketing system.
• Provide training for Level 1 and Level 2 Technical Specialist team.
• Act as technical lead on POS Software’s and Payment solutions.
• Provide POS Software’s and Payment solutions training to resellers and clients as required.
• Monday to Friday 8am to 5pm
• Available to work on “on call” outside working hours.
• Collaborate on the creation and maintenance of the internal knowledgebase.