Technical Support

Job Description

We are looking for a skilled problem solver with a love of technology. This is our ideal list of requirements but we do not expect students to have all of this. Please tell us what you can offer to this role! Who are we?We believe POSbiz is the best front of house software in New Zealand. POSbiz has been established for  over 15 years and are looking for the person who will help us support our growth both in New Zealand and overseas. Our software is continually evolving to provide our customers with the most up to date and complete overview of their business as possible. We have a solid road map of future developments and enhancements planned and we need someone to join our team of technical support personnel. Role Responsibilities: We are looking for the person who will provide technical assistance, training on the software and hardware for customers both in New Zealand and internationally.
You need to be confident on the phone as a direct conversation with a client is our preferred method of communication.
Whilst technical support is the primary role of this position, core to the role is the expectation you will work directly with customers and provide advice and training as they need it.  You need to be confident upselling consumables and offering advice to clients.
We will train you on how to use and support our software but a good affinity with technology will make the role much easier.
This role will suit someone who loves a challenge and can display empathy and understanding in stressful situations. Place and Hours Of Work We are based in Christchurch however are looking for a team member to work remotely from Auckland.  As part of your shift you may be required to attend call outs at restaurants or bars for on-site technical support as required. The team cover 7 days a week. The person hired will be available on a casual basis to cover staff for illness, absences and public holidays.  There may be an opportunity to get up to 10 permanent hours per week after training has been completed however this is not guaranteed. Initially we will get you into train during the week as well as weekends around any existing commitments you already have We will be interviewing as we receive applications. Main Tasks and Responsibilities:

• Answering customer calls and logging into their terminals remotely to problem solve.
• Answering emails
• Training customers on how to use their hardware and software
• Identifying customers needs and feeding them back to the team
• Investigating issues like data and user errors and offering solutions
• Working with software developers to isolate software issues.
• A basic knowledge of computer networks
• Demos of our software and consultations to help customers optimise their setup
• Onsite call outs if required within the Christchurch region
• Installations of new clients machines and software
• Training clients in how to use the software
• There is a component of selling within this role as you will be selling consumables like paper rolls to clients.

• Trouble shooting experience
• Computer network knowledge and familiarity including firewalls, security and routing.
• Familiarity with Windows and Android devices i.e. installing programs and system configuration.
• An understanding of hardware fault diagnosis and repair
• Highly articulate with great interpersonal and communication skills. Excellent at writing instructions which are useful for team members.
• Adaptable and willing to roll up your sleeves and help out when needed.
• Great technical and computer skills
• A team player with great attention to detail
• Hospitality and Point of Sale experience is a bonus
• CRM experience is also desired