Customer Support Technician / Installation Engineer

Shop Equipment Limited

Citywest, Dublin

The Company. POStech, part of the SEL Group is a wholly owned Irish company and holds partner agreements with global companies such as Oracle, Invue and Premier Software. We are looking for enthusiastic Customer Support Technician / Installation Engineer, who are experienced in providing top class customer support. If you enjoy answering and prioritising calls, working to tight deadlines, and problem solving, this could be the role for you! We operate in a fast paced demanding environment selling leading edge software systems to the Hospitality sector within Ireland. Role Overview: As a member of POStech, you will resolve post-sales customer inquiries via phone and electronic means. Your focus is to provide technical support service for our hospitality & leisure customers. 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: point of sale & reservation product compatibility and configuration, installation, training, electronic support troubleshooting and site visits where required. Role Requirements: • The ability to work in a 24x7x365 team environment. • Associates degree or equivalent combination of education and experience. • The ability to dispatch customer service related requests. • Knowledge and use of operating systems, hardware environments, software, networking, • The ability to implement fixes, and document the case for escalation, analyse the hardware or software problem and write case notes in the tracking system. • The ability to be the point of contact for new customers, introducing and educating them on our range of products. Please note that you will also have the opportunity to gain knowledge of specific product areas within our core technologies and/or applications. • Flexibility. Preferred Skills: • Prior working knowledge of and or experience with a Point of Sale system is required/preferred. • Knowledge and use of Oracle Micros products and how they all interrelate in the hospitality environment is a plus. • JEB or FETAC Train the Trainer qualification. Detailed Description and Job Requirements. As a member of a support organisation, your focus is to deliver post-sales support and solutions to the POStech customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means or on site, as well as, technical questions regarding the use of and troubleshooting of our systems. Resolution is primarily provided in real time with follow up for more complex matters. As a primary point of contact for customers, you will be responsible for introducing and educating the client on the suite of POStech products as a whole. You will act as a liaison between other POStech employees and the customer with moderate direction from management. You are responsible for facilitating customer relationships and providing advice and assistance to internal POStech employees on diverse customer situations and escalated issues. You will also provide guidance and resolution on a wide range of technical and non-technical customer issues. Ideal candidates would have prior working knowledge of or the desire to quickly learn about Oracle, SQL, Oracle Hospitality products and Microsoft products. In addition, you will need to understand the use of operating systems, hardware environments, software, networking and how they all interrelate in a customer environment. The ideal candidate will have excellent communication skills, will have shown prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success. POStech is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law. • The role involves extensive travel within Ireland, with the possibility of some work in the UK. • We offer an attractive package which includes a car, laptop, mobile. • Salary Negotiable dependant on experience. If you have the relevant skills and experience for this role, please apply with your CV detailing current salary to: [email protected] /* */ We are looking for enthusiastic customer service personnel, who are experienced in providing top class customer support. If you enjoy answering and prioritising calls, working to tight deadlines, and problem solving, this could be the role for you!.

2436 days ago