Job Description

Job Description

Job Description

NewBold Corporation is looking to add to its POS Help Desk team in their Greenville, SC office. This is an in office position.

Position Summary

The POS Help Desk Specialist I will be responsible for responding to service requests via phone and email, creating and managing service tickets, and ensuring the smooth operation of POS systems across multiple restaurant and retail locations. The position also plays a crucial role in dispatching field technicians to customer locations ensuring that all service calls are addressed promptly. This position requires strong organizational skills, excellent communication, and the ability to multitask in a fast-paced environment.

Key Responsibilities

• Provide knowledgeable IT Hardware, Software, and Networking Support
• Assign and dispatch field technicians to service calls based on location and priority
• Monitor, maintain, and update service call information in ticket system(s)
• Communicate effectively with customers regarding appointment times, delays, and rescheduling
• Coordinate with other departments to ensure that necessary parts are available for each job
• Meet customer KPI requirements outlined within Service Level Agreements (SLAs)
• Analyze reports on field technician performance, service call metrics, and overall customer satisfaction

Key Competencies

• Excellent customer service skills
• Strong organizational and time-management skills
• Microsoft Office proficiency
• Basic software, hardware, and networking troubleshooting knowledge
• Ability to multitask and prioritize effectively in a fast-paced environment
• Strong problem-solving and decision-making abilities

Education and/or Requirements

Associate’s degree in related field or two (2) or more years of experience

Disclosure: NewBold Corporation provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, NewBold complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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