Technical Support Specialist

MEET COMPASS

We partner with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldn’t find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center, but we believe it can be so much more! If you delight the customer, listen to their feedback, and use their insights to gather data about products and offerings, customer care can have a strategic role in growing a business.


Role Expectations

  • Act as the primary point of contact for U.S.-based employees of a Quick Service Mexican Grill, providing technical support for store devices (POS systems, hardware, printers, scanners), network troubleshooting, and all company systems.
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Documents incidents and resolutions and provides updates to the knowledge base where applicable


Qualifications

  • 1-2 years of IT experience within BPO setting
  • Strong technical proficiency in hardware and networking
  • Good understanding of security best practices in a regulated business.
  • Experience with network troubleshooting tools such as Prisma, Fusion, New Era, PuTTY, Switch, IP Calculator, CMC, etc is highly preferred
  • Experience in POS troubleshooting is an edge, ALOHA experience is a plus
  • Exceptional English communication skills (written and spoken)


Technology Requirements

  • A licensed Windows computer with a serial number is the only computer we will accept for this position. We do not allow customized or jailbroken homemade devices.
  • All agents must have a working camera, and headset with a microphone, speakers are not permitted for us while on calls.
  • Agents must be willing to have Crowdstrike be installed in their personal computer/laptop
  • Processor: Intel Core i5 with 500 GB HDD / AMD Ryzen 5 ; RAM: 16 GB


Benefits:

  • A fully remote work environment
  • This is currently a contract position, offering competitive wages
  • Comprehensive training on our products and services.
  • Career development opportunities, including internal promotions.
  • A positive and growing work culture that values diversity and inclusivity.


If you possess a compassionate nature, thrive in a customer-centric role, and have a passion for assisting others, we encourage you to apply.