CGS (Computer Generated Solutions)

• Provide first-level technical support for POS systems via phone, email, or chat • Troubleshoot and resolve issues related to POS software, hardware, and network connectivity • Guide users through step-by-step solutions in a clear and professional manner • Escalate complex or unresolved issues to higher-level support teams when necessary • Document all customer interactions, issues, and resolutions in the ticketing system • Maintain a high level of customer satisfaction through effective communication and problem-solving

• Provide comprehensive support, repair, and assistance to retail locations regarding POS software and hardware issues. • Repair and maintain equipment, including Point of Sale terminals, scanners/scales, printers, drawers, monitors, keyboards, and computers, along with their relevant software. • Assist in the setup and installation of new hardware and POS-related software. • Perform troubleshooting on core system remote devices. • Engage in various computer-related break-fix repairs as needed. • Effectively manage time, prioritize tasks, and work independently while maintaining strong communication with store staff.

• Schedule service calls to field service technicians throughout the US based upon priority level and location in a timely fashion. • Create service tickets and route them to various service agencies • Act as liaison between clients and field technicians • Respond service order requests via phone and email • Fulfillment of any additional requirement set forth by Senior Management and deemed necessary within the scope of the job function • Provide excellent customer service to both internal and external customers, whether via direct contact, over the phone, or online services.

• Respond to customers' requests for IT technical services, answering questions on the function and use of products within a call center environment. • Screen and handle calls as appropriate. • Type and enter information into a database while a customer is speaking. • Recognize research, isolate, and resolve information system problems. • Recognize customer problems that should be escalated to the next level for resolution following established protocols. • Demonstrate quality communication skills and exhibit a high level of professionalism with extreme sensitivity to customer satisfaction. • Maintain appropriate records and prepare reports as required. • Performs other duties and tasks as assigned by the Team Lead.

• Respond to customers' requests for IT technical services, answering questions on the function and use of products within a call center environment. • Screen and handle calls as appropriate. • Type and enter information into a database while a customer is speaking. • Recognize research, isolate, and resolve information system problems. • Recognize customer problems that should be escalated to the next level for resolution following established protocols. • Demonstrate quality communication skills and exhibit a high level of professionalism with extreme sensitivity to customer satisfaction. • Maintain appropriate records and prepare reports as required. • Performs other duties and tasks as assigned by the Team Lead.

• Respond to inbound customer inquiries via phone, email, or chat, regarding program related questions. • Conduct outbound contacts via phone, email, or chat. • Engage with clients in a friendly and professional manner while actively listening to their concerns. • Offer support and solutions to customers in accordance with the company's policies and call guidelines. • Use provided training to provide accurate and detailed information to our valued customers, ensuring clarity and understanding. • Document all customer interactions and inquiries in the designated service management (CRM) system. • Identify opportunities for process improvements and contribute to the enhancement of customer service procedures and policies. • Continuously engage in training and development activities to expand knowledge of client programs, services, and policies. • Continually look for and suggest process improvements that will benefit our customers. • Other duties as requested.