National POS Implementation and Support Specialist - Based in the United States

In order to sustain its growth Posera is currently seeking an Independent Contractor to provide the required services outlined below on a full time equivalent basis for a six (6) month term.

Posera is seeking an Independent Contractor as a POS Support Specialist (Level 2),  ensuring clients gain assistance in troubleshooting, getting answers, or solving problems managed through both phone and computer applications. The successful bidder will provide national on-site support including hardware and software installation, upgrades, and troubleshooting within the United States.

Required Services:

  • Interact with Posera Customer Support Agents and Customer Support Team Leaders to work through current support issues during regularly scheduled conference calls;
  • Regularly monitor the queue, assess team’s Open Cases, FU’s, NA’s – intervene when necessary to relieve the queue;
  • Support an On-Call rotation with Posera Customer Support L2’s
  • Be available for collaboration requests by phone and/or remote access, as needed and within reason
  • Assist the frontline to find a solution, on an as needed basis, and ensure SLAs are maintained by providing such assistance
  • Ongoing support and relationship management with named major accounts
  • Perform troubleshooting through diagnostic techniques and pertinent questions
  • Log all relevant information and communication
  • Build and program POS systems (includes setting up hardware and customizing Maitre’D software as per customer’s requirements).
  • Stage, repair, and test all hardware before installation including but not limited to PC’s, printers and routers before installation.
  • Travel to client sites and perform on-site service and support when required
  • Assist on projects as assigned and/or approved by supervisor
  • Work with Posera customers and sales staff to meet customer’s requirements and deadlines
  • Provide training for Posera customers and their staff in both large and small groups
  • Communicate with Posera customers and management regarding schedule changes and project status
  • Travel to Posera client sites and perform relevant on-site installations of POS systems and related services
  • Other related tasks as required

Required Skills and Abilities:

  • Knowledge of Maitre’D POS is considered a major asset
  • Available to support the service and support rotation (Monday-Sunday shifts, no overnights)
  • Able to travel within the United States to customer sites
  • Strong knowledge of hardware and software installation, upgrades, and troubleshooting
  • Outstanding communication, technical, listening, telephone and analytical skills
  • Strong time management, organization, multi-tasking and problem-solving skills
  • Team oriented attitude
  • Attention to detail and initiative to follow through to resolve customer issues
  • Advanced knowledge of company-supported applications, the ability to troubleshoot over the phone and the ability to learn and support new applications
  • Able to type while speaking on the telephone
  • Able to build relationships with internal and external customers and vendor partners
  • Creative parameterization and problem solving skills

To apply, please send your resume to careers@posera.com.

We thank all applicants in advance for submitting their resumes but please note that only selected candidates will be contacted.