goodfit

Role & Responsibilities

Provide technical support to customers using the WeCommPOS platform through phone, email, chat, and support tickets.
Troubleshoot POS software, application, login, configuration, and connectivity-related issues.
Assist customers with system setup, installation, configuration, and basic troubleshooting.
Support POS hardware and peripherals such as receipt printers, scanners, cash drawers, and other connected devices.
Identify the root cause of technical issues and provide clear, step-by-step solutions.
Escalate complex issues to the appropriate technical, engineering, or product teams.
Monitor and follow up on escalated issues to ensure timely resolution.
Maintain accurate records of customer issues, troubleshooting steps, and resolutions.
Ensure timely responses and resolution in line with defined SLAs.
Identify recurring issues and share feedback with internal teams to improve product and customer experience.
Maintain a professional, patient, and customer-focused approach in all interactions.

Preferred Candidate Profile

46years of experience in Technical Support, Application Support, Helpdesk, POS Support, or a similar role.
Experience supporting POS systems, retail, restaurant, or hospitality technology is preferred.
Good understanding of Windows, basic networking, and software troubleshooting.
Knowledge of POS hardware and peripherals will be an added advantage.
Basic SQL/database knowledge is a plus.
Strong verbal and written communication skills.
Good analytical and problem-solving abilities.
Ability to explain technical issues and solutions clearly to non-technical users.
Customer-focused, patient, and comfortable handling multiple support requests.
Ability to work independently as well as collaboratively with cross-functional teams.
Willingness to work in rotational shifts, weekends, or holidays, if required.

Perks & Benefits

RICEFW - Remote - Technical Support Representative