STCR

Support Engineer

• Efficiently manage and prioritize incoming support tickets.
• Troubleshoot and resolve technical issues related to company products and services.
• Provide accurate and timely responses to customer inquiries.
• Escalate complex issues to the appropriate internal teams when necessary.
• Deliver immediate assistance for emergency situations.
• Handle inbound customer calls and provide clear, concise explanations of technical concepts.
• Foster strong customer relationships through effective communication and problem-solving.
• Demonstrate empathy and sensitivity by actively listening to customer concerns and asking relevant questions.
• Follow up to ensure all customer issues are fully resolved and satisfaction is achieved.
• Contribute to and maintain an up-to-date knowledge base of troubleshooting procedures and solutions.
• Stay informed about product updates, features, and best practices.
• Participate in regular training sessions to maintain expertise in company products and services.
• Accurately document issues and resolutions using Salesforce or other CRM tools.

Technical Support Agent, L1

General

• Repair, replace, configure, and test retail systems and peripherals, including POS terminals, PCs (Toshiba and other platforms), touchscreen systems, and related hardware.
• Diagnose and resolve technical issues both remotely and on-site at client locations.
• Provide technical expertise during escalated or complex service events.
• Communicate with clients to understand technical issues, manage expectations, and deliver effective solutions.
• Travel within the client region assigned area to perform on-site repairs and service.
• Ship, receive, and track parts sent to clients to support repair activities.
• Ensure service timelines and delivery deadlines are met and proactively communicate any delays.
• Document work performed accurately within the integrated management software system.
• Maintain compliance with internal service standards and quality expectations.
• Ensure customer satisfaction through professional communication and reliable service execution.

Technical Support Agent, L1

Technical Service Field Specialist