(Bilingual) Junior Customer Support Associate (Point-of-Service) | Entry Level

We are currently seeking a dedicated customer-facing junior technical associate to join our team. The ideal candidate will have a pivotal role in maintaining POS-related hardware and software, while providing essential technical support to our valued clients.

As a Junior Technical Associate (Point-of-Service) at TWO HANDS AMERICA INC, you will play a vital role in maintaining and optimizing our POS system. Your responsibilities include troubleshooting system issues, programming menu items, offering Level 1 support to restaurant staff and IT systems, and ensuring the seamless operation of our POS system. You will also handle credit card data entry, financial transactions, and provide Tier 1 technical support, all while maintaining a strong focus on customer service and collaboration with our valued clients.

***Training will be provided***

RESPONSIBILITIES

• POS:
  • Ensure seamless operation of the window-based System and POS system.
  • Troubleshoot and resolve issues related to POS system functionality.
  • Program menu items in the POS system.
  • Provide Level 1 support for restaurant staff and IT systems, including logins, password changes, SharePoint updates, email, and systems access.
  • Actively manage email hosting and internal networks.
  • Act as a liaison between restaurants and all systems/platforms on help desk requests.
  • Manage the phone system and serve as the primary point of contact.
  • Maintain a log of credentials for systematic equipment.
  • Track and maintain all hardware, software, and subscriptions.
  • Offer oversight and insight into existing and new technological tools or software.
  • Create a spec guide for all new hardware purchases.
  • Review and approve all tech-related contracts (systems, internet, etc.).
  • Develop and provide training on proper usage of restaurant systems.
  • Provide after-hour, weekend, and holiday on-call support as needed.
  • Answer phone calls and provide professional and courteous assistance, directing callers to the appropriate departments.
  • Respond to emails promptly and efficiently manage electronic communication.

• CREDIT CARD
  • Enter data for merchant applications, ensuring accuracy and completeness.
  • Invoice sales partners and track financial transactions.
  • Assist in file builds for equipment, ensuring accurate and organized documentation.
  • Educate customers on relevant industry information and provide training, reporting, and self-service tools.
  • Provide Tier 1 technical support and troubleshooting to merchants and partners.
  • Offer phone, email, and ticket assistance to the merchant/partner base.

MINIMAL QUALIFICATIONS

• Basic understanding of Networking, OS, File Issues, IP addresses, hardware, and software issues.
• Strong troubleshooting skills and the ability to resolve technical issues for end-users.
• Proficiency with Microsoft Office programs.
• Excellent written and verbal communication skills.
• Ability to effectively prioritize tasks in a high-pressure environment and adapt quickly.
• Able to work both independently and collaboratively with team members.
• Knowledge of basic financial processes and invoicing.
• Bachelor's degree in business and technology preferred, but not required.
• Excellent communication and interpersonal skills.
• Strong organizational and analytical abilities.
• Detail-oriented with a focus on quality control.
• Willingness to travel frequently and conduct on-site inspections.
• Self-motivated and able to work independently.
• Problem-solving skills and the ability to address operational challenges effectively.

PREFERRED QUALIFICATIONS

• Experience in restaurant or retail IT support.
• Familiarity with POS systems.
• Bachelor's degree in business, hospitality, or a related field preferred, but not required.
• Excellent communication and interpersonal skills.
• Strong organizational and analytical abilities.
• Detail-oriented with a focus on quality control.
• Willingness to travel frequently and conduct on-site inspections.
• Self-motivated and able to work independently.
• Problem-solving skills and the ability to address operational challenges effectively.
• Bilingual in Korean & English.