Customer Support L1 (16:00-00:00) for InfoPOS Software (offline)

About InfoPOS Software
InfoPOS Software strives to provide the best Integrated Point of Sale Solution for Sage ERP Systems.

Your purpose
You are responsible for providing exceptional support to clients/partners of InfoPOS including the successful, software upgrades & quality assurance

Who are your key liaisons?
Clients/ Partners, Support Team, Developers, Project Managers & Management

Our values
- We are one global team
- Have fun, deliver consistent quality and be accountable
- Help our Customers grow better businesses
- Always empathize with the customer
- There are no dumb questions

What you need to succeed
- The ability to drive high levels of performance within the team
- High-level time management and organization skills to exceed the expectations of the client
- Business acumen, ability to interpret requirements, recommend solutions and lead business analysis sessions with customer
- Ability to build strong relationships and establish rapport
- Commitment to learning new skills and adapt to changing environments quickly
- Exceptional communication and judgment skills
- Excellent problem solving and decision-making skills with high attention to detail
- Strong sense of urgency with the ability to handle multiple priorities simultaneously

THE ROAD TO SUCCESS SUPPORT – 85%
Achieved By:

- Managing cases, issues, requests and enhancements using Freshdesk
- Ensuring all ticket communication is effective and pro-active with clients/ partners being aware of status and actions
- Ensuring that Customer Software is fully operational and any loss of service is restored in a timely and efficient manner
- Providing a high level of service to our customers and adhering to our strict SLAs for response and restoration times
- Problem determination, workaround resolution, root cause analysis
- Create productive relationships with and between key stakeholders
- Ensure that solution and application support documentation is maintained to the highest quality and accuracy
- Deployment of service releases, patches, requests and customizations
- Updating & maintaining a knowledge base

UPGRADES & MAINTENANCE – 5%
Achieved By:

- Assisting the technical team with the rollout of a new version to all customers
- Working as part of a team to ensure that upgrades are completed with high quality and on time
- Preparation of upgrade plans & internal training on applying upgrades
- Liaising with the Customer’s point of contact regarding any issues/success relating to the upgrade

QUALITY ASSURANCE – 5%
Achieved By:

- Completing Quality Assurance on a new release as and when requested
- Ensuring all issues are reported back to the Quality Assurance Analyst & subsequently logged in JIRA
- Ensure all procedures for Quality Assurance in confluence are complied with
- Providing support to Project Managers on occasion when required
- Other miscellaneous tasks may be required from time to time

TEAM CULTURE – 5%
Achieved By:

- Embracing InfoPOS values and contributing to an enthusiastic team culture
- Thriving on a challenge and embracing the unknown
- Sharing ideas and innovative concepts to improve business performance
- Ensuring exceptional and quality service on all occasions
- Supporting team members to achieve great results

Daxx offers:
- Direct cooperation with the customer
- Dedicated HR/ Client Manager
- Regular performance reviews
- Competitive Salary, medical insurance, 20 working vacation days
- Regular corporate events, team buildings, etc.

About Daxx

Daxx is a Netherlands-based software development and technology consulting company with more than 20 years of experience and over 450 experts on board. We build dedicated teams to help fill technological and expertise gaps for international clients.

At the end of 2020, Daxx became a part of Grid Dynamics Group — a US-based technical service and consulting group of companies with a strong presence in the Eastern Europe region. Within the Grid Dynamics Group, Daxx continues to bring innovation and progress to tech businesses around the world.

We offer value-added services to our clients which include quality control, security testing, and process and technical consulting. So far, Daxx has helped more than 300 companies set up, manage, and retain their remote development teams in Ukraine.

Company website:
https://jobs.daxx.com/

DOU company page:
https://jobs.dou.ua/companies/daxx-group/