Job Summary

Point of Sale Support Analyst

  • Location:
    Bellevue , Washington
  • Category:
    Help Desk/Technical Support
  • Contract Type:
    Contract/Temporary
  • Job reference:
    US_EN_3_106078_321618

Roles & Responsibilities

Operational Management
• Ensure optimal service delivery and that SLAs are consistently achieved
• Remediation and compliance
• Ensure change control requirements are met and successful testing is complete for all system changes
• Collaborates directly with users to resolve technical issues, obtains information to isolate the issue, works with appropriate technical and business partners to identify the most appropriate solution, escalates as appropriate
• Thoroughly document end user problem reports, troubleshooting steps and resolutions in the Service Desk call tracking system
• Identify trends with issues and escalate as appropriate
• Understand upstream and downstream data flows within the ecosystem
• Follow and contribute to support documentation/KBA’s
• Use and react to monitoring tools such as Splunk
• Participate in an On-Call Support Rotation (including after hours) to provide 24x7x365 coverage
• Act as a liaison to vendors for escalations including but not limited to: Vantiv, NCR, PCMS, Nextep
• Provide excellent customer service to our end users
• Other duties as assigned

Key Requirements
• Strong verbal and written communication skills including the ability to explain technical concepts to non-technical team members
• Excellent telephone etiquette with a demonstrated ability to maintain a customer-service focus and attitude at all times including the ability to understand store challenges and provide a sense of common purpose and empathy
• Retail background, food industry experience preferred
• Strong knowledge of Windows
• Experience with remote access protocols
• Understanding of PCI and SOX
• Minimum of 2 years’ experience in a POS support or operations environment
• Strong understanding of resource and SLA management within IT services
• Knowledge of support procedures and policies
• Strong problem-solving skills
• Independently manage time effectively
• Patience, understanding, flexibility and a sense of humor are required
• Self-motivated and able to work Independently and manage time
• Ability to work closely within a team environment
• Adaptable to change

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Equal employment opportunity information:
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