Job Summary

To manage and handle all technical on field support including installing and configuring point of sale systems, diagnosing hardware and software faults in order to achieve the installation and resolution of technical complaints within the stipulated turnaround time. Solve technical and applications problems, either over the phone or in person. Technical Support Representatives will provide technical and network problem resolution to end-users (merchants) by performing a question diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to, resolving username and password problems, uninstalling/reinstalling basic software applications, verifying proper hardware and software set up, power cycling equipment, assisting with navigating around application menus and troubleshooting email issues. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner. Representatives will perform related work as required. Installations, replacements and troubleshooting in assigned geographical areas. Provide on field technical support for retail Small And medium Enterprise/Large corporate business organisations in a timely and professional approach in line with the Bank’s 5 C’s concept

Key Accountabilities

•   Provide technical support to a business or an organization's employees and train non-technical workers on the point of sale information systems.

•   Technical support agents have the skills to set up and install point of sale equipment and make most repairs

•   Need to train merchant employees on how to use new point of sale hardware. This includes using application software, operating printers and even providing instructions on how to do various transaction related functionalities

•   Initiate focussed merchant site visits for quality checks and retraining as per the business need

•   Have the responsibility to support the day-to-day operations of a point of sale network. Their job is to make sure that network systems keep communications and POS transaction related information flowing smoothly

•   Select the required point of sale hardware and software for specific applications and organise the installation. Do any required maintenance, fix any network problems and upgrade point of sale systems

•   Install Point of Sale back-up software to restore data in the event of power outages

•   Achieve a month on month TAT

•   Regular updating and management of Point OF Sale and SIM card inventory, update terminal inventory registers, management of telecom provider’s subscriber identity module inventory.

•   Prepare management information system to track the progress on point of sale installations and technical support calls and stock movement

•   Conservation of GPRS POS network 99.9% of the times and proactively coordinating with the NOC/Ooredoo technical support team for resolution as and when the connectivity issues are reported by the Technical team, Call Centre and Merchants

•   Amenable to POS terminal update request from internal and external stakeholders

•   Perform key injection to POS terminal

•   Day To Day Terminal Deployments, installations for existing and new merchants locations 

Skills

Other Accountabilities

•   Day To Day Terminal Removals from existing merchants as per the business instructions and requirements 

•   Day To Day Terminal related troubleshooting, problem solving 

•   Supporting the merchant requirement on daily POS stationary requirement and achieving the set TAT

•   Merchant training for card acceptance process, merchant fraud training, new product process training 

•   Ensuring maximum brand visibility in merchant locations where the merchant allows to display commercial bank promotional material or card acceptance branding material 

•   POS spot check on terminals, also positive approach towards inactive terminal management with the help of relationship managers 

Education

• Bachelor degree or equivalent