Job Summary
Hours/Schedule
On-Call every other weekend plus 1-2 weekdays from 8a-8p Pacific
Up to 5 hours per week for training and/or projects
On-Call time: paid in 15-minute increments for actual time with clients in addition to on-call bonus
Pay is $14-15/hr plus daily on-call bonus of $25
Overview
The Tech Support Level 1 is responsible for remote trouble shooting of point of sales (POS) hardware and proprietary software issues of clients and IT tech projects as assigned. The tech is expected to learn and retain all aspects of POS hardware (PC) and software in order to resolve client issues. Tech must be familiar with the entire Point of Solutions' website, including the resources tab, videos, and internal tab, in order to help clients in the most efficient way possible, as well as follow all policies and procedures.
Troubleshooting client issues - 90-95% of the job
The tech is to be available at all times during their on-call schedule. The tech is to call the client back in a timely manner (no later than 30 minutes, ideally within 5-10 min) and have the ability to remote in to the client's computer if needed. This is an essential part of the job.
Customer Service must be at an extremely high level. Clients will be frustrated. It is the tech's job to deescalate the situation and solve the client's issue. Tech must use language the client can understand, translating tech into common English, walking the client through what needs to be done.
Technical knowledge is essential to the success of the Tech. It is the tech's responsibility to learn from their training, retain, and apply in order to resolve client issues.
Initiative - the Tech must take initiative to solve issues, create solutions, and communicate ideas and needs to the supervisor.
Communication is critical in this position. The Tech must communicate well with clients, in follow up of calls, and update the supervisor on any and all issues arising throughout the week.
Projects - 5-10% of the job
Miscellaneous tech projects as assigned, with training given as needed.
Location
100% Remote, working on Pacific Time.
Training
Point of Solutions provides proprietary training on software and client systems.
Soft-skill Requirements
Basic PC/Windows computer knowledge
Tech savvy
Quick technical learner and retention of what is learned
Attention and retention of detailed info
Troubleshooting frame of mind
Enjoyment of solving puzzles
Enjoyment of dealing with the public and helping people
Basic Excel knowledge/Google drive
Prior help-desk or customer service experience a plus
Equipment Requirements
A PC/laptop in good working order loaded with Microsoft Excel. We will provide virus protection, connection software, and proprietary software at our cost.
Strong internet connection
Phone to use while on-call
A quiet workspace for client calls
Camera & microphone equipped computer/laptop for Zoom training and meetings
Mobile tablet a plus but not required
