Wanted: National POS Implementation and Support Specialist

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. We invite interested Independent Contractors to send a quote to the attention of Tisa Pfefer at tpfefer@[login to view URL] for consideration. 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 Company information For company information please visit our website at [login to view URL]