LOCATION

Pavas, Costa Rica
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.

• 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
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