REMOTE - POS Technical Support Representative

Company: Aston Carter
Location: Tempe
Posted on: March 12, 2023

Job Description:

Description:We are looking for a POS Technical Support Specialist to help our merchant support team scale to meet unprecedented growth in delivery volume. You will be analytical and empathetic, have a experience in customer/merchant/technical support and be excited to solve some of the most challenging technical problems merchants face on our last-mile logistics platform.You'll be a strategic problem solver and become a subject matter expert responsible for ensuring that multiple internal groups - including support, product, engineering and sales operations - are working together seamlessly to provide an exceptional experience for our merchants when something goes wrong.Amount of Calls - 12 calls per agent per day on averageTypical Calls - Troubleshooting Cancelled orders, Menu Errors, Menu Updates, Onboarding Questions, etc.Responsibilities: Investigate and resolve complex technical troubleshooting cases to diagnose and fix failure points Work with Account Owners and sales partners to provide resolutions for escalated issues and answer process, functionality, and workflow-related inquiries Develop an expertise in how DoorDash's Point of Sale processes, and resources work, and how to resolve an issue. Create, dig into and use data and insights to identify opportunities to improve speed, quality, efficiency and merchant experience across POS issue types and providers. Develop relationships and grow communication pathways with company leaders to continue promoting and building confidence in POS Support operations Work with the Partner Operations and Product teams to problem solve, scope improvements and build solutions that address quality issues upstream Identify weaknesses, gaps and bottlenecks in our operational processes so we can support to all portions of our businessAdditional Skills & Qualifications:

• 4+ years of relevant work experience (tech support - , if not, at least 4 years of call center)
• Troubleshooting experience (implementation of POS systems a huge plus or coordinating with 3rd party providers)
• Extremely tech-savvy (Google sheets, Excel, CRM)
• Need to be able to multitask extremely well, as well as prioritize and think quickly on feet due to incoming phone calls/web cases at same time
• Not just technical skills but also empathy/caring nature for customers (merchants), as they will still be providing white glove customer service experience
• Need to be able to take ownership , be able to handle tough situations on their own
• Experience handling pressing/urgent issues and going above and beyond with customers, de-escalating upset customers
• Strong problem-solving skills , strategic-thinker
• Customer-obsessed & passion for helping others with PATIENCE
• Strong verbal & written communication skills including top-notch grammar, spelling & punctuation
• SQL experience is a HUGE plus, as well as any computer programming
  • Need to have strong character and willingness to learn, can be taught tech support IF the right personality. Work Environment
    • Location: Starting remote, will eventually be in office later in the year
      • MUST BE COMMUTABLE TO TEMPE OFFICE
      • Address: 1033 W Roosevelt Way, Tempe, AZ 85281 (Priest & Washington, right off the North 202 freeway)
      • Direct Placement - a TON of perks! About Aston Carter: Please Note: Scammers are posing as Aston Carter. We'll never contact you via Gmail, Telegram, or WhatsApp and we'll never solicit money from you. At Aston Carter, we're dedicated to expanding career opportunities for the skilled professionals who power our business. Our success is driven by the talented, motivated people who join our team across a range of positions - from recruiting, sales and delivery to corporate roles. As part of our team, employees have the opportunity for long-term career success, where hard work is rewarded and the potential for growth is limitless. Established in 1997, Aston Carter is a leading staffing and consulting firm, providing high-caliber talent and premium services to more than 7,000 companies across North America. Spanning four continents and more than 200 offices, we extend our clients' capabilities by seeking solvers and delivering solutions to address today's workforce challenges. For organizations looking for innovative solutions shaped by critical-thinking professionals, visit . Aston Carter is a company within Allegis Group, a global leader in talent solutions. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call or email for other accommodation options. However, if you have questions about this position, please contact the Recruiter located at the bottom of the job posting. The Recruiter is the sole point of contact for questions about this position.

Keywords: Aston Carter, Tempe , REMOTE - POS Technical Support Representative, IT / Software / Systems , Tempe, Arizona