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Functional Support

1 month ago

กรงเทพมหานคร, Thailand Criterion Asia Recruitment (Thailand) Co., Ltd. Full time

**Responsibilities**:

- Provide functional support and technical assistance to customers regarding Point of Sale (POS) systems.
- Assist customers in troubleshooting and resolving functional issues related to the POS software and hardware.
- Conduct remote diagnostics and troubleshooting to identify and resolve POS system errors or malfunctions.
- Collaborate with cross-functional teams, including developers and technical support, to escalate and resolve complex issues.
- Document customer interactions, issues, and resolutions in a comprehensive and organized manner.
- Conduct POS system training sessions for customers to enhance their understanding of system functionality.
- Stay updated on the latest POS system features, upgrades, and enhancements.
- Assist in the installation, configuration, and maintenance of POS systems at customer locations.
- Collaborate with internal teams to test and validate POS system updates and new releases.
- Participate in the development and improvement of support processes and procedures.
- Identify trends or patterns in customer issues and provide feedback to the development team for continuous improvement.
- Proactively communicate with customers to provide system status updates and ensure customer satisfaction.
- Maintain a high level of professionalism, customer focus, and product knowledge in all customer interactions.

**Requirements**:

- Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.
- Proven experience in a technical support or functional support role, preferably with POS systems.
- Strong understanding of Point of Sale (POS) systems, including software and hardware components.
- Knowledge of common POS software, such as Oracle Retail, NCR Counterpoint, or Square.
- Familiarity with POS hardware, such as cash registers, barcode scanners, receipt printers, and card readers.
- Excellent problem-solving and analytical skills with the ability to troubleshoot and resolve complex issues.
- Strong customer service orientation and ability to effectively communicate technical concepts to non-technical users.
- Ability to work independently and collaboratively in a fast-paced and customer-focused environment.
- Strong organizational and time management skills with the ability to prioritize and manage multiple tasks.
- Proficiency in using support tools and ticketing systems to track and manage customer inquiries and issues.
- Knowledge of SQL and database management is a plus.
- Certification in relevant POS systems or technical support is a plus.
- Flexibility to work outside regular business hours, including evenings and weekends, as needed.