The Helpdesk Technician will be part of the Premier POS Group support team providing exceptional customer service by focusing on finding the right solution for each client. They will be a natural troubleshooter with the ability to also escalate issues proactively when needed. Job Category: Entry to senior-level positions available. RESPONSIBILITIES - Manage large amounts of incoming phone calls - Identify, research, and assess customers’ needs to achieve satisfaction - Provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution - Maintain frequent customer contact regarding progress, go the extra mile to engage customers - Use screen-sharing tools to gather additional information as necessary - Keep records of customer interactions, process customer accounts, and file documents in a Customer Relationship Management (CRM) System - Follow company and department procedures, guidelines, and policies - After Hours rotation schedule and weekends - Review and edit any new documentation, while assisting to keep existing documents up-to-date - Occasional backup to other departments that may include: QA, data conversion, or software upgrades/refreshes - Other duties as assigned. KNOWLEDGE AND SKILL REQUIREMENTS - Proven customer support experience or experience as a Customer Service Representative - Strong phone contact handling skills and active listening - Excellent communication and presentation skills - Ability to multi-task, prioritize, and manage time effectively - Outstanding problem-solving skills - Familiarity with CRM systems and practices - Computer language knowledge is a plus - Minimum 1 year of customer service experience - Minimum 1 year Supporting Microsoft Technologies - Advanced knowledge of Google Suite - Exceptional oral and written communication skills with demonstrated listening and questioning skills. - Experience working with Windows 10 and Windows 7 Tipo de puesto: Tiempo completo Sueldo: $2.500.000 - $4.000.000 al mes Puede trasladarse/mudarse: - remoto: Trasladarse al trabajo sin problemas o planear mudarse antes de comenzar a trabajar (Obligatorio) Experiência: - Technica: 1 año (Obligatorio) Idioma: - English (Obligatorio)