SUMMARY OF POSITION:
i3 Verticals is a leader in commerce enabling technology solutions, serving clients throughout the United States. We are committed to staying at the forefront of technology in the payments and point-of-sale industry and continue to innovate and offer a broad range of next-generation solutions. Providing tens of thousands of business clients throughout the United States, both large and small, a wide range of commerce-enabling solutions to help them more efficiently and effectively manage, market and grow their businesses. This allows our clients to improve their customer experience, gain insight into consumer spending, build consumer loyalty, and create efficiencies through automation and expense reduction.
i3’s solutions reach far beyond award-winning point-of-sale solutions and include acquiring payments, providing e-commerce, mobile commerce, marketing, analytics solutions as well as specific technologies in education, municipal and court payments, not-for-profit, utility billing, and property management verticals.
As a member of the POS Support Team, your focus is to deliver application, hardware and solutions support to the client base. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting of client systems. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to the internal onePOS Support Team on diverse customer situations and escalated issues.
In this role, you will provide guidance and real time resolution on a wide range of technical and non-technical customer issues including, but not limited to product compatibility and configuration, license reconciliation, support entitlements and validation, invoice and shipping inquiries, electronic support troubleshooting and product availability. You will also be the point of contact for new customers, introducing and educating them on i3 Verticals as a whole.
ESSENTIAL DUTIES & RESPONSIBILITIES:
- Provide onePOS & other related product Support to our client base
- Log and manage support requests received via telephone and email from clients within the prescribed time frame
- Analyze, troubleshoot and resolve customer issues with established processes and procedures working towards a first call resolution within a timely manner or reassign to the appropriate resource if this is not possible
- Update the call logging system, ensuring that full and concise details of the nature of the incident are recorded, accurate interaction times are established
- Maintain good relationships with customers, liaising with customers during the incident process to ensure that they are kept informed of progress and relieve any stress or concern caused by support issues
- Carry out any other duties as reasonably requested by your line manager
MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE):
- High School Diploma or Higher
- Fluent in English, written and oral
- Proven record of previous similar employments (call center, call logging, helpdesk or support…)
- Ability to turn work around quickly whilst maintaining a high level of accuracy
- Ability to work under pressure and multitasking in a busy Customer Service Call Center environment
- Customer focus - good listener who remains calm when dealing with customers, able to deliver great customer service to required standards in a professional and polite manner
- Enthusiastic - genuinely wanting to deliver a first-class service
- Strong attention to detail and accuracy in all work.
- Articulate and methodical in approach
- Ability to develop specific customer knowledge over time
- Availability to travel during training and orientation process
- A willingness to learn is essential: extensive on-the-job training, use of self-learning tools and documentation
- Basic SQL knowledge
- Microsoft Operating Systems and Internet Fundamentals
- Strong troubleshooting and problem-solving skills
- Strong analytical skills
- Basic credit card and EMV payment processing knowledge
- Advanced Computer skills with a strong interest in IT (hardware, networks, MS Windows, Microsoft Office, Print Setup…)
- Strong verbal communication skills, able to tailor communication so that it is clear and easy to understand
- Good interpersonal skills and a team player, able to work as part of multi-disciplinary teams
PREFERRED QUALIFICATIONS (EDUCATION AND EXPERIENCE):
- Fluent in Spanish, written and oral
- onePOS specific experience and a working knowledge of the hospitality industry
- Zoho CRM or CRM, Netsurion network solutions
- An excellent understanding of common industry standard business practices as related to Retail Operations including Accounting, Inventory Management as well as Business Automation Technology.
- Question and challenge the adequacy and quality of traditional thinking and the status quo; be receptive to new ideas and methods of working
- Be transparent, honest, and forthcoming with team members & clients
- Embrace opportunities for collaboration with others to achieve company objectives and enhance client service
- QSR Certification a plus
- Management experience in the Food & Beverage or Hospitality Industry
Physical Demands and Work Environment:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.
While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.
Job Type: Full-time
Pay: From $18.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Shift:
- 8 hour shift
- Day shift
- Evening shift
- Night shift
Weekly day range:
- Monday to Friday
- Weekends as needed
Work setting:
Application Question(s):
- Do you have any experience in the food and beverage or hospitality industry?
Ability to Relocate:
- Orlando, FL: Relocate before starting work (Required)
Work Location: In person