POS Support Technician - Tier 1

Educational/Vocational/Previous Experience Recommendations:

High school diploma or equivalent
Strong written and verbal communication skills
1+ years of experience in technical support or POS Support
Familiarity with Microsoft Windows operating systems, Microsoft Office Suite, and common software applications
Excellent problem-solving and troubleshooting skills
Ability to work in a fast-paced, customer-focused environment

Job Description:

The Support Center Technician - POS Level 1 will be responsible for providing first-level technical support to customers, resolving technical issues, and ensuring high-quality customer service. The technician will work as part of AVIT's technical support team and will report to the Director of Service & Support.

Basic Functions:

Respond to customer inquiries through phone, email, and chat in a timely manner
Troubleshoot and resolve technical issues related to hardware, software, and network systems related to Point-of-Sale technology for Toast POS and Aloha POS systems (Terminals, Pinpads, Back of House PC, Printers (Receipt + Kitchen), KDS Displays, Network switches, ISP/Uplink, POS Software/Integrations)
Provide clear and concise technical support to customers.
Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets.
Document customer interactions and resolution in a ticketing system
Escalate more complex issues to higher-level technicians
Keep up-to-date with current technologies and industry developments
Provide feedback to the team and management to continuously improve service delivery

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