Technical Support/ Customer Support

Location : 150 W Warrenville Road – Naperville, IL (60563)

Duration : 3+ months(With a high possibility of extension)

Job Description:

• The Technical Support Agent is responsible for complex issue resolution affecting the point of sale, back office and credit card processing for all channels of trade.

• Provides support for hardware and software related issues.

• Dispatches to third party vendors and monitoring issue to resolution.

• The responsibilities include interacting with site personnel, third party vendors and other BP representatives.

• Position requires effective problem solving, a thorough understanding of software applications and the interdependencies of site configuration when investigating issues, advanced troubleshooting skills and the ability to learn new concepts quickly.

• Utilizes remote access to re-establish customer based systems.

• Recognizes when an escalation is required and communicates with vendor and site operator to ensure required servicing is appropriately coordinated. 

Key Accountabilities:

• Advanced troubleshooting of POS and Back office hardware, software, networking, credit card processing, accounting data journey and variance issues 

• Provides Level II technical support and resolve escalated customer problems 

• Prioritize and handles daily activities for unresolved escalations and follows up with the site as needed 

• Contacts and works with the site personnel to resolve issues 

• Escalate to third party vendors and works with the vendors until issues are resolved 

• Identify chronic issues affecting a site performance 

• Provide software and hardware support for proprietary systems on Win 95, MSDOS, Win 2000, Win XP 

• Support for LAN and IP based systems 

• Perform problem investigation and research to resolve system related issues: search databases containing records of problems, symptoms & solutions.

• Consult vendor documentation and information systems for symptoms & solutions. 

• Provide technical assistance for field representatives 

• Record and maintain information about all assigned user problems in the customer management system 

• Creating and updating knowledge base documentation for continuous improvement 

• Bachelor’s degree or equivalent experience preferred.

• Minimum 2 years technical software support.

• Experience with MSDOS, Win 95, Win NT, Win 2000, Win XP, SQL and Databases.

• Strong PC skills including MS Office and ability to navigate and use software.

• A+ and Network+ certification preferred.

• Experience with VNC and Remote desktop preferred.

• Minimum 1 year Point of Sales troubleshooting experience preferred.

• Minimum 1 year network related experience preferred.

• Accounting experience preferred.

To know more about this opportunity, please contact:

Himanshu Prajapat

himanshu.prajapat(at)collabera.com

973-606-3290