What are the responsibilities and job description for the POS Service Desk Level 1 position at Retail Data Systems?
Summary
- Front line phone and remote support for all our customers - including grocery and hospitality industries Purpose
- Create a positive customer support experience and build strong relationships through understanding problems, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude. Responsibilities
- Answer inbound service desk calls, emails, and monitor issue queues
- Provide initial troubleshooting and clarification of issue or request
- Create and update incident records for tracking and documenting issues or requests
- Regular communication with customers, providing updates on open issues
- Categorize and prioritize issues and requests using defined standards
- Maintain resolution of 75% of all incoming calls without escalation to Levels 2-4 within established time limits
- Follow escalation processes for incidents requiring additional knowledge or expertise, or not meeting the expected service level agreement for resolution
- Monitors issues escalated to Level 2 to ensure timely resolution and maintain customer communication
- Use, update, and maintain knowledge base documents
- Validate and deliver solutions provided by Levels 2-4
- Provide after hours support as part of the on-call rotation
- Provide feedback and recommendations to other internal teams to improve product delivery and reduce support requests
- Expand knowledge of components, applications, and business activities to advance your abilities and responsibilities, graduating to a Level 2 position