Technical Support Specialist- full Remote

1. Job Title : SPE-CHD & Troubleshooting 2. Job Summary : This role focuses on specialized contact center and service desk support for SPE CHD and Troubleshooting delivering high quality remote assistance for technical issues across POS software and hardware environments. The candidate will handle complex queries analyze recurring problems and provide clear guidance to end users while working from home on rotational shifts. Contributions will strengthen customer trust improve operational stability and help the company offer reliable technology se 3. Experience : 2 - 4 years 4. Required Skills : Technical Skills: Technical Knowledge Contact Center Experience Domain Skills:Service desk 5. Nice to have skills : Domain Skills:POS Software & Hardware 6. Technology : Custom Service 7. Shift : Rotational 8. Responsibilities : -Provide advanced remote troubleshooting for SPE CHD incidents by analyzing symptoms reproducing issues and applying structured resolution steps to restore user operations efficiently and consistently across supported environments. -Handle contact center interactions with empathy and clarity by actively listening to user concerns asking focused questions and communicating solutions in simple terms ensuring a smooth experience for every caller. -Resolve service desk tickets by prioritizing cases based on impact and urgency documenting actions in a detailed manner and following standard operating procedures to maintain strong incident management discipline. -Monitor open cases for follow through by performing timely updates coordinating with relevant technical teams when escalation is needed and ensuring that users are informed about progress and expected resolution timelines. -Diagnose software and hardware issues in POS ecosystems by interpreting error codes checking configuration settings and guiding users through corrective steps that minimize downtime in business critical environments. -Maintain accurate records in service management tools by capturing root cause details resolution notes and user feedback creating a reliable knowledge base that supports continuous improvement and operational transparency. -Apply strong technical knowledge to identify patterns in recurring incidents recommend practical improvements to procedures or configurations and contribute to long term stability of customer systems and contact center services. -Collaborate virtually with peers and support teams by sharing case findings exchanging troubleshooting tips and aligning on common practices enabling efficient remote teamwork that fits the work from home model. -Adapt to rotational shifts by organizing tasks effectively managing handovers between time slots and maintaining consistent service levels that meet global service desk expectations at all hours of operation. -Educate users during each interaction by explaining preventive steps highlighting best practices for system use and encouraging responsible technology habits that reduce future incidents and improve overall satisfaction. -Contribute to company purpose by ensuring reliable technical support for service desk and POS users helping businesses remain operational and indirectly supporting communities that depend on secure and efficient transaction services. -Comply with all process guidelines by following verification steps adhering to escalation rules and respecting data privacy requirements reinforcing trust in the company as a safe and dependable technology partner. -Communicate clearly in English across reading writing and speaking by drafting precise case updates sending concise email responses and engaging in professional voice conversations that enhance user confidence and understanding. -Qualifications -Possess solid experience in service desk operations with two to four years of hands on exposure to ticket handling incident categorization and remote resolution demonstrating reliability in structured support environments. -Bring strong technical knowledge across desktop applications network connectivity basics and enterprise support tools enabling thorough analysis of user issues and accurate guidance throughout the troubleshooting process. -Have proven contact center experience with exposure to call handling metrics quality monitoring and customer satisfaction targets showing the ability to manage volume while maintaining high service standards. -Demonstrate practical familiarity with POS software by working on configuration updates transaction error resolution and integration checks allowing effective support for retail or payment systems when required. -Show working knowledge of POS hardware such as terminals scanners printers and cash drawers by assisting users with connectivity checks device resets and basic maintenance guidance in remote support scenarios. -Use English language proficiency across reading writing and speaking to interpret knowledge articles create clear documentation and hold understandable user conversations that help resolve issues quickly. -Exhibit comfort with work from home arrangements and rotational shifts by maintaining a quiet professional work environment adhering to schedule commitments and using collaboration tools effectively to remain connected with teams. 9. Job Location : Primary Location :SVSSSSVA01(HLSLV SanSalvador Almeda Rosevlt-COG) Alternate Location :NA NA Alternate Location 1 :NA NA 10. Job Type : SPE-CHD & Troubleshooting [75OA04] 11. Demand Requires Travel? : No 12. Certifications Required : N/A