Job Description

Providing technical help desk support for a variety of software packages,
mainly EPoS, and hardware
? Provide answers to clients by identifying problems; researching answers;
guiding client through corrective steps.
? Obtaining details from customer\xe2\x80\x99s new requirements to pass onto software
development via the Support Manager.
? Provide telephone help support to customers during out of hours, weekends
and bank holiday on a rotation basis
? Monitor and maintain Customer Support Call Log System as per protocol
provided
? Remotely configure hardware
? Identify system improvements by evaluating system performance
? Improve system by conferring with development team; testing, evaluating, and
installing new software
? Document actions by completing forms, reports, logs, and records
? Update job knowledge by participating in educational opportunities; reading
professional publications; maintaining personal networks; participating in
professional organisations
? Protect organisation\'s value by keeping information confidential
? Obtaining information from callers to pass onto the sales department
? General assistance as and when required
Skills/Qualifications:
Active Listening - Giving full attention to what other people are saying, taking time to
understand the points being made, asking questions as appropriate, and not interrupting at
inappropriate times.
Speaking - Talking to others to convey information effectively.
Troubleshooting - Determining causes of operating errors and deciding what to do about it.
Complex Problem Solving - Identifying complex problems and reviewing related information
to develop and evaluate options and implement solutions.
Judgment and Decision Making - Considering the relative costs and benefits of potential
actions to choose the most appropriate one.
Mathematics - Using mathematics to solve problems.

Time Management - Managing one\'s own time and the time of others.
Active Learning - Understanding the implications of new information for both current and
future problem-solving and decision-making.
Instructing - Teaching others how to do something.
Service Orientation - Actively looking for ways to help people.
Technologies:
? Windows Operating Systems 7 through to 11, (knowledge of Server OS \xe2\x80\x93
would be an advantage)
? Microsoft Office products, including Work, Excel, Outlook
? General knowledge of MS SQL would be an advantage
? Call Logging systems
The above is not an exhaustive list of duties and you will be expected to perform different
tasks as necessitated by your changing role within the organisation and the overall business
objectives of the organisation.
Job type: Permanent
Job status: Full Time
Working Hours: Six days a week, as shift work, with double pay on Sunday.

Kaapro Management Solutions Pvt. Ltd.