The POS Support Specialist is responsible for learning the tools to be a contributing member of the BEC team. This position will give the opportunity to learn material to aid in passing Radiant Certifications requirements of Associate Tech and Support Tech. POS Support Specialist  is responsible for taking incoming help desk calls and must be able to properly research and access issues. Specialist must understand how and when to escalate heated issues. A successful POS Support Specialist must be able to track call progress, document processes and follow-up with customers after an issue is resolved.

POS Support Specialist will fulfill all the Radiant Certification requirements of Associate Tech Certification and Support Certification within six months.  Employee is required to complete annual Radiant Maintenance certifications. Support Specialist must also adhere to all policies and procedures set forth by both the Implementation and Customer Service Departmens.

POS Support Specialist answers incoming help desk calls. In doing so, POS Support Specialist will learn how to properly troubleshoot issues; research using peers, Radiant Knowledge Base system, and existing documentation. All use of time should be documented along with steps taken to solve a problem within call tracking software.

Essential Duties and Responsibilities include the following and other duties may be assigned

• Take online Radiant webinars.

• Attend trainings.

• Read TS and QS manuals for product information

• Log and track calls using call tracking software while maintaining historic records and related problem documentation as well as resolution.

• Properly diagnose issues with Aloha functionality.

• Performs Software programming and minor client database maintenance

• Proactively monitors and manages compliance and quality of post-sales and implementation services as follows: Support Service Level Agreements--provides client-specific feedback to improve compliance

• Ensures that quality services are delivered to clients throughout the life cycle of the client relationship.

• Works with management team in the development of new support processes

• Establishes and maintains relationships with counterparts in other departments in order to assist the team in driving customer satisfaction

• Performs additional tasks/assignments as directed by Management

• Respond to customer help desk calls in a timely and effective manner by answering known questions and reproducing straightforward technical problems.

• Ensuring customer satisfaction by maintaining a proactive approach with customers.

• Brainstorms with team members to resolve more complex problems and escalates difficult issues to Team Lead for more technical assistance.

• Ensures timely resolution/referral of user problems by documenting the impact to the user and by assigning an appropriate priority and resolution goal.