Level 2 POS Support

Clark, Philippines (Onsite)

Full-Time

JPC - 20100

Provides advanced software and hardware support for helpdesk, field, and other technology groups, which includes resolving connectivity issues through wireless networking and resolving technical challenges for stores and managers. Strives to reduce L2 escalations by updating the knowledge base and training material for L1 technicians. Actively works to identify stores with recurring issues to help find permanent resolutions. Works with leadership to improve the overall customer experience by continually improving processes based on new learnings.

Essential Duties and Responsibilities

The essential duties and responsibilities can include the following. However, other duties may be assigned.

Software support including knowledge of third-party software and custom apps, the base system load on Workstations and Point of Sale equipment.
Provide support for external helpdesk(s), field service organization(s) and application support.
Provide remote support for technology deployments including new stores, relocations, technology retrofits, special projects, audio and point-of-sale equipment additions.
Resolves technical and business partner performance challenges for store managers, supervising partners and company directors in situations, which have been escalated beyond normal service channels.
Assist in formulating training policies, programs, and schedules, based on knowledge of identified training needs, company production processes, business systems, or changes in products, procedures, or services.
Provide wireless networking support for field-based users by including connectivity issues and VPN issues through wireless, or hard-wired solutions.
Create and update documentation on installation(s) of software, configuration(s) of hardware and problem troubleshooting.
Assist in providing requirement consultation, sequel scripting and analytics to proactively build automation and instrumentation into support model.
Assists with Level 1 & 2 technical support for call-in, self-service or e-mail customers.
Other duties assigned as needed.
Assist in monitoring Team and Client communication via Chat to ensure team is supported.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Technical Capacity – Demonstrates depth of knowledge and skill in a technical area. Effectively applies technical knowledge to solve a range of problems.
Problem Solving - Identifies and resolves problems in a timely manner. Gathers and analyzes information skillfully. Develops alternative solutions.
Attendance/Punctuality - Is consistently at work and on time. Ensures work responsibilities are covered when absent. Arrives at meetings and appointments on time.
Multi-tasking – Ability to manage multiple priorities at once. This includes logging case notes while on customer calls and keeping up with and answering several chat windows at the same time.
Customer/Client Focus - Responds promptly to customer needs. Solicits customer feedback to improve service. Responds to requests for service and assistance.
Communication – Speaks clearly and concisely using proper grammar in both oral and written communication.
Professionalism - Approaches others in a tactful manner. Reacts well under pressure. Treats others with respect and consideration. Accepts responsibility for own actions. Follows through on commitments.
Results Orientation - Focuses on the desired result of one's own work, setting challenging goals, putting effort into the goals, and meeting or exceeding them even when under pressure.
Coachable - Open to constructive feedback and coaching. Applies feedback to meet performance goals.

Language Skills

Ability to read and interpret documents such as instructions, customer incident reports and procedure manuals. Ability to write correspondence, and customer incident reports and substantiate via verbal or written mediums. Ability to speak effectively over the phone to customers and to supervisors, colleagues and management.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where limited standardization exists. Ability to interpret a variety of instructions. Ability to solve practical problems via a logical, analytic approach.

Other Skills and Abilities

Ability to multi-task. Ability to work in a fast-paced environment. Strong time management and organizational skills.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. This job operates in a professional office environment or a home office environment. If the role is being performed in a home office environment, the home office must have a door that can be closed to avoid outside distractions The role routinely uses standard office equipment such as a computer and soft phone.

Education and/or Experience

Required:

High school diploma or equivalent.
2+ years of hardware/software troubleshooting in retail point-of-sale systems technology.
Strong communication skills verbal and written.
Experience working independently and as part of a team.
Experience being the established technical resource and subject matter expert in a team.
Customer Service acumen.
Reporting knowledge.

Preferred:

At least 2-5 years prior experience with credit and gift card payment technologies, online ordering, back-office systems (inventory, labor, loss prevention), polling technologies, and audio systems.
Some exposure and/or experience as a business analyst. Ability to translate plain English business requirements into technical details (or vice versa).
Bachelor's degree or technical certificates.

AAP/EEO Statement

Solugenix provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

About Solugenix

Solugenix is a leader in IT services, delivering cutting-edge technology solutions, exceptional talent, and managed services to global enterprises. With extensive expertise in highly regulated and complex industries, we are a trusted partner for integrating advanced technologies with streamlined processes. Our solutions drive growth, foster innovation, and ensure compliance—providing clients with reliability and a strong competitive edge. Recognized as a 2024 Top Workplace, Solugenix is proud of its inclusive culture and unwavering commitment to excellence. Our recent expansion, with new offices in the Dominican Republic, Jakarta, and the Philippines, underscores our growing global presence and ability to offer world-class technology solutions. Partnering with Solugenix means more than just business—it means having a dedicated ally focused on your success in today's fast-evolving digital world.

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