Job Description:

As a Point of Sale (POS) and Food & Beverage (F&B) Software Support Specialist, you will be responsible for providing technical support and assistance to clients using POS systems and F&B software. Your primary focus will be to ensure that clients can effectively utilize the software to manage their operations smoothly.

Key Responsibilities:

Provide frontline technical support to clients via phone, email, or chat, addressing inquiries, troubleshooting issues, and resolving problems related to POS systems and F&B software.
Assist clients with software installation, configuration, and setup, ensuring seamless integration with their hardware and existing systems.
Conduct remote diagnostics and troubleshooting to identify the root causes of technical issues, and provide timely resolutions or escalate complex issues to higher-level support teams.
Guide clients through software functionalities, features, and updates, offering training and assistance to optimize their utilization of the software.
Collaborate with internal teams, including software developers, quality assurance, and product management, to communicate client feedback, report bugs, and suggest improvements to enhance the software's performance and user experience.
Maintain accurate records of client interactions, technical issues, and resolutions using ticketing systems or CRM platforms.
Stay updated on industry trends, technological advancements, and best practices in POS systems and F&B software to provide informed support and guidance to clients.
Participate in the development and documentation of support processes, procedures, and knowledge base articles to streamline support operations and enhance team efficiency.
Proactively identify opportunities to improve client satisfaction, retention, and loyalty through exceptional service delivery and personalized support.
Qualifications:

Bachelor's degree in Computer Science, Information Technology, Hospitality Management, or related field.
Proven experience in technical support or customer service roles, preferably in the hospitality or F&B industry.
Proficiency in troubleshooting hardware and software issues, with a strong understanding of POS systems and F&B software applications.
Excellent communication skills, with the ability to effectively convey technical information to non-technical users and provide exceptional customer service.
Strong problem-solving skills and attention to detail, with the ability to analyze complex issues and implement effective solutions.
Ability to work independently with minimal supervision, as well as collaborate effectively in a team-oriented environment.
Flexibility to work non-standard hours and weekends, as required, to provide support during peak business hours or emergencies.
Certifications in relevant software platforms or technologies (e.g., POS software certifications) would be advantageous