Position: Customer Support L1 (16:00-00:00) for InfoPOS Software
Company: Daxx
Category: Support
Experience required: 1y
English level: upper

**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.