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Technical Support Analyst (L2)


Job Type
Full Time/Permanent ( Third Shift (Night) )
Job Location
Lahore, Islamabad
Assignment Detail
Industry
Information Technology
Total Position
3
Department
Customer Support
Gender
No Preference
Minimum Education
Bachelors
Career Level
Experienced Professional
Minimum Experience
2 Years
Apply By
Oct 29, 2022
Posted On
Jul 29, 2022

Job Description

The Division 
Granbury is a leading provider of POS Software and Service solutions for the Pizza and Coffee Industry. Our product breadth is designed for Independent Operators running 1 location all the way to large chains having hundreds of store fronts. The corporate office is located in the Dallas suburb, Irving, TX. Selected resources are going to work from Contour North Offices.

The Position
We are seeking a Customer Care resource, the Support Technician will provide first level support to customers ensuring that their issues are resolved quickly and completely in an upbeat and professional manner, as well as, assist with other technical work including installations and upgrades.

The ideal candidate will have well rounded technical skills in hardware, networking, windows and/or Linux environment. Experience in restaurant Point of Sale is ideal. Attention to detail and self direction are critical for success in this position. A restaurant background is helpful.
This position offers the challenge of supporting external clients with a wide variety of hardware,
network, software, internet and training.

Job Responsibilities

  • Provide first level telephone support, analyze reported issues and problem solve customer issues with empathy and patience , while maintaining composure under pressure.
  • Troubleshoot Point of Sale (POS) software using Linux and Windows Operating Systems.
  • Troubleshoot Hardware including workstations, peripherals, and networking equipment.
  • Troubleshoot and configure Linux and Windows Operating Systems.
  • Provide training to customers on use of POS software.
  • Use basic SQL commands to navigate and update MySQL databases.
  • Provide weekday, night and weekend support coverage as required
  • Maintain CRM with complete and accurate documentation for all issues and correspondence relating to a reported customer request
  • Uses logic and methods as necessary to solve difficult problems and provide accurate solutions
  • Submit and follow-up on case escalations as required with a drive for results
  • Assist in remote upgrades for existing sites.
  • Complete assigned cases and projects in a timely manner using well developed time management skills
  • Work well independently with good multi-tasking and organizational abilities
Required Qualification & Skills
  • IT Degree (or equivalent experience)  , high level technical skills
  • Windows, MYSQL Database and Network Topology experience preferred.
  • Linux, Call center and restaurant experience desired.
  • Highly customer focused and committed to the customer service experience.
  • Ability to perform effectively under stress in a high call volume environment.
  • Demonstrate passion and perseverance for excellence with respect to treating and caring for customers.
  • Troubleshooting, problem solving and root-cause analysis skills to promptly resolve client issues, ability to learn on the fly when necessary.
  • Ability to speak and communicate ideas clearly.
  • Strong work ethic and attention to detail.
  • Phone skills. Excellent oral and written communication skills.
  • (Willing to work weekends, if required)

Nice to Have
  • Knowledge of SQL, writing queries.
Work Timings
  • Monday to Friday – 5 PM to 2 AM Pakistan Time
Exciting Benefits we offer:
  • Market-leading Salary
  • Medical Coverage – Self & Dependents
  • Parents Medical Coverage
  • Provident Fund
  • Employee Performance-based bonuses
  • Home Internet Subsidy
  • Conveyance Allowance
  • Profit Sharing Plan [Tenured Employees Only]
  • Life Benefit
  • Child Care Facility
  • Company Provided Lunch/Dinner
  • Professional Development Budget
  • Recreational area for in-house games
  • Sporadic On-shore training opportunities
  • Friendly work environment
  • Leave Encashment

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