Customer Service & Support Jobs in Perímetro Urbano Barranquilla, Colombia (Now Hiring) — 6 open

Job Summary

POS System Admin helps implement new products, updates, and technologies. It is also a part of the testing, support, maintenance, and administration of new software builds. System administrators also update the POS and back-office menus for end users.

Responsibilities

• Updates POS and back-office menus as requested.• Applies requested changes to printers and video routing.• Verifies that all proper troubleshooting steps are completed for each specific case and provides feedback to system administrators when the proper steps are not taken.• Collaborates with the training team on best practices and changes to training materials.• Adds and updates content to the knowledge base regularly to ensure that information is handy for all support staff.• POS troubleshooting• Operating system support. Installation, upgrades, patching, backup, and recovery.• Network connectivity troubleshooting, routers, modems, OS firewall configuration and troubleshooting, port forwarding and routing, etc.• Update or create Knowledge Base Articles to ensure procedures for the service desk are correct.• Act as a link between support and development teams, communicating issues and resolutions in both directions.• Perform Incident and Request Queue Management for Focus Brands and assign the tickets as appropriate.• Properly escalate unresolved queries to the next level of support• Walk customers through a problem-solving process.• Follow up with customers.• Utilize excellent customer service skills and exceed customers’ expectations.• Ensure proper case recording, documentation, and closure.• Recommend procedure modifications or improvements. • Acquiring and maintaining knowledge of relevant product offerings, current support policies, and methods of support delivery, to provide technically accurate solutions to users.• Other related tasks and responsibilities as directed by the Auxis Service Support Team Lead or his designate(s)• Additional responsibilities include:o Comply and adhere to Auxis operational processes and security policies.o Use of Auxis Service management tools for Incident, Problem, Change, and Configuration managemento Use of Auxis monitoring and management tools for the devices and infrastructure applicationso Attending all operational and project (ad-hoc) related scheduled meetings as required.o Your working hours will follow the normal business hours at the client sites that you are servicing, or on a specific schedule to be determined by the Auxis Workforce.

Skills and Experience

Personal Competencies:

• Commitment to job quality: Capability to work with a sense of urgency, make decisions, and achieve the company’s goals with performance results. • Ethics: Work under moral values and good costumes and professional practices, and respect all the policies and procedures of the organization. • Innovation and creativity: Ability to think of new and different solutions to issues or situations faced in the role.• Teamwork: Capacity to collaborate with others, be part of a group, and work with other company’s areas to achieve the organization’s business strategy• Decision making: The capability to analyze different variants and options, considering all the circumstances, resources available, and the impact on the business, to select, in the end, the best option for the business. • Adaptability/Flexibility: Being able to comprehend and appreciate different points of view and adapt to different circumstances quickly and efficiently in diverse situations.• Quality and Continuous Improvement: Optimize resources (people, materials, process, etc.) and add value to the operation through original ideas or solutions.• Analytic thinking: Ability to comprehend a situation, identify all its parts and organize it systematically, determine interrelations, and establish priorities to work on.• Technical knowledge: Capacity to acquire, maintain updated and demonstrate all the knowledge and specific experiences that are required for this position.
• Effective communication: Capability to listen and understand others, to transmit clearly and consistently information required to achieve organizational objectives.

Technical Competencies:

I. Academic1. B2+ English Language (Oral and writing)2. Bachelor's degree from a High School or Technical High School (Preferred)3. Knowledge/Training on best practices or IT frameworks, such as ITIL (Information Technology Infrastructure Library is highly desired)II. Experience1. 2 or more years of technical support experience in POS related roles2. Experience configuring POS systems3. Proven experience in troubleshooting operating system issues that have a direct impact on the correct and desired operation of the POS.4. Ability to provide recommendations to clients based on analysis of current hardware specifications of required upgrades that will improve the efficiency of the POS.5. Strong understanding of the direct impact and dependency on the correct functioning of the POS software and hardware on the day-to-day functioning of businesses, and suggests best practices that will ensure a smooth operation for the end user.6. Ability to provide recommendations to clients based on analysis of current hardware specifications of required upgrades that will improve the efficiency of the POS.7. Strong understanding of the direct impact and dependency on the correct functioning of the POS software and hardware on the day-to-day functioning of businesses, and suggests best practices that will ensure a smooth operation for the end user.8. Nice to have Technical Proficiencies: ▪ Network certifications such as CCNA▪ ITIL ▪ Basic to intermediate database administration experience or certifications

Productivity Required:

• Accomplish objectives for the year defined by management

 

 

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About Auxis

Auxis prioritizes employee growth and development to help you advance your career. Auxis’ culture empowers you to be your best in the interest of a common team goal. We are constantly striving to improve our culture and environment, and have invested in tools to continue to have better visualization of the pulse of our organization.