Remote POS Implementation Lead — Training & Support

North; United States; Remote; USD 70,000 - 86,000; Full time

Benefits offered by this job

Medical, Dental, & Vision Coverage

Flexible Paid Time Off

401(k) + Match

Mental Health Support & Well-Being

Paid Maternity & Paternity Leave

Education Assistance

Lifestyle Spending Account

Job summary

North Hospitality is seeking an Implementation Manager to plan, install, train and support point of sale clients across the United States. You will work with the client's team to configure software and hardware and resolve implementation issues on-site. The Sr.

role emphasizes researching and facilitating resolutions and providing technical assistance for computer systems. The role requires CPP certification or the ability to obtain it within 12 months, plus a strong focus on customer service,

Qualifications

• Bachelor's degree or equivalent combination of education and work experience.
• Minimum of 3 years experience in point of sale implementation and/or support.
• Certified Payment Professional (CPP) or able to attain in 12 months.
• Ability to understand each merchant's unique needs, develop a plan of action and coordinate team efforts to provide the solution.
• Ability to provide world-class customer service, communicate well and a keen attention to detail.

Responsibilities

• Plan, install, train and support POS clients from pre-implementation to go-live.
• On-site implementation of live system, and train staff to comfortable level by conclusion of visit.
• Develop post-implementation plan, obtain necessary client sign-offs and document all details.
• Respond to client service requests in a timely manner and resolve issues to client satisfaction.
• Recommend and perform upgrades on systems to ensure longevity.
• Diagnose and resolve hardware, software, and user error problems, over phone or on site.
• Own the call, participate in problem resolution from start to finish, even after escalation.
• Follow up with customers to ensure issue has been resolved.
• Stay current on job related equipment and procedures via meetings and publications.
• Participate in the after-hours 'On Call' rotation.
• Assist in training internal Customer Support and Sales personnel and participate in sales presentations.
• Act as level three escalation path for the support department as needed.

Skills

Customer service

Communication skills

Attention to detail

Education

Bachelor's Degree or equivalent

Job description

North Hospitality is seeking an Implementation Manager to plan, install, train and support point of sale clients across the United States. You will work with the client's team to configure software and hardware and resolve implementation issues on-site. The Sr.

role emphasizes researching and facilitating resolutions and providing technical assistance for computer systems. The role requires CPP certification or the ability to obtain it within 12 months, plus a strong focus on customer service,