IT Support Associate (PH-Based Remote)

Compass Experience Labs LLC; United States; Remote; USD 42,000 - 62,000; Full time

Job summary

Compass Experience Labs LLC seeks a skilled technical support specialist to assist US-based employees of a Quick Service Mexican Grill with store devices, POS systems, hardware, and network issues.

You will perform remote troubleshooting, document incidents, and contribute to the knowledge base while maintaining high internal customer service standards during all interactions.

Qualifications

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

Responsibilities

• Act as the primary point of contact for US-based employees, providing technical support for store devices, POS systems, printers, scanners, and network issues.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Document incidents and resolutions and update the knowledge base where applicable.
• Provide excellent customer service to internal team members via inbound voice calls and back-office work while troubleshooting and resolving issues.

Skills

Tech Level 2 BPO

IT service desk

Hardware & networking

Security best practices

English communication

Remote troubleshooting

Tools

Prisma Fusion

New Era

PuTTY

Switch IP Calculator

CMC

ALOHA

Job description

MEET COMPASS We partner with brands to power growth through exceptional customer experience Our founders were trailblazers in the eComm industry When they couldnt 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 US 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
• Provide excellent customer service to internal team members inbound voice calls & backoffice offline work while troubleshooting & resolving issues within scope & procedures

Qualification 1

• 2 years of at least Tech Level 2 experience within BPO setting
• IT service desk experience is a plus
• 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
• Applicants must have strong wired internet connection to support systems and possess a Windows Computer with a working webcam
• All agents must have a working camera to be used during training sessions and 11 conversation
• Agents must have a working 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 computerlaptop
• All agents will be required to install third party software in order to run the screen capture module
• Screen Capture Module
• l Microsoft Windows Installer 20 or later
• l Microsoft Visual C 2019 Redistributable 32 bit
• l Microsoft NET Framework 462or 47x
• All agents will be required to download DUO Mobile on their mobile phones for multi factor authentication
• Download speed must be at least 100 MBPS with latency RTT of