Customer Support L1 (19:00-3:00) for InfoPOS Software

Kyiv

Daxx is looking for a Customer Support L1 (19:00-3:00) to join the InfoPOS Software support team

About InfoPOS Software:

InfoPOS Software strives to provide the best Integrated Point of Sale Solution for Sage ERP Systems.

Your purpose

You are responsible for providing exceptional support to clients/partners of InfoPOS including the successful, software upgrades & quality assurance

Who are your key liaisons?

Clients/ Partners, Support Team, Developers, Project Managers & Management

Our values

  • We are one global team
  • Have fun, deliver consistent quality and be accountable
  • Help our Customers grow better businesses
  • Always empathize with the customer
  • There are no dumb questions

What you need to succeed

  • The ability to drive high levels of performance within the team
  • High-level time management and organization skills to exceed the expectations of the client
  • Business acumen, ability to interpret requirements, recommend solutions and lead business analysis sessions with customer
  • Ability to build strong relationships and establish rapport
  • Commitment to learning new skills and adapt to changing environments quickly
  • Exceptional communication and judgment skills
  • Excellent problem solving and decision-making skills with high attention to detail
  • Strong sense of urgency with the ability to handle multiple priorities simultaneously

 

THE ROAD TO SUCCESS SUPPORT – 85%

Achieved By:

  • Managing cases, issues, requests and enhancements using Freshdesk
  • Ensuring all ticket communication is effective and pro-active with clients/ partners being aware of status and actions
  • Ensuring that Customer Software is fully operational and any loss of service is restored in a timely and efficient manner
  • Providing a high level of service to our customers and adhering to our strict SLAs for response and restoration times
  • Problem determination, workaround resolution, root cause analysis
  • Create productive relationships with and between key stakeholders
  • Ensure that solution and application support documentation is maintained to the highest quality and accuracy
  • Deployment of service releases, patches, requests and customizations
  • Updating & maintaining a knowledge base
UPGRADES & MAINTENANCE – 5%

Achieved By:

  • Assisting the technical team with the rollout of a new version to all customers
  • Working as part of a team to ensure that upgrades are completed with high quality and on time
  • Preparation of upgrade plans & internal training on applying upgrades
  • Liaising with the Customer’s point of contact regarding any issues/success relating to the upgrade
QUALITY ASSURANCE – 5%

Achieved By:

  • Completing Quality Assurance on a new release as and when requested
  • Ensuring all issues are reported back to the Quality Assurance Analyst & subsequently logged in JIRA
  • Ensure all procedures for Quality Assurance in confluence are complied with
  • Providing support to Project Managers on occasion when required
  • Other miscellaneous tasks may be required from time to time
TEAM CULTURE – 5%

Achieved By:

  • Embracing InfoPOS values and contributing to an enthusiastic team culture
  • Thriving on a challenge and embracing the unknown
  • Sharing ideas and innovative concepts to improve business performance
  • Ensuring exceptional and quality service on all occasions
  • Supporting team members to achieve great results

Daxx offers:

  • Direct cooperation with the customer
  • Dedicated HR/ Client Manager
  • Regular performance reviews
  • Competitive Salary, medical insurance, 20 working vacation days
  • Regular corporate events, team buildings, etc.
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Kateryna Bilkovets

Kateryna Bilkovets

Kyiv Recruiter

Job Overview

  • Location: Kyiv
  • Job Title: Customer Support L1 (19:00-3:00) for InfoPOS Software