Technical Voice Support Officer

Job Description

Job Title: Technical Voice Support Executive POS Systems Location: Gurgaon Job Type: Full-Time Shift: Rotational / Night Shift Process Type: 100% Voice Support (Inbound) Position Summary: We are looking for a Technical Voice Support Executive with strong troubleshooting skills and a customer-centric approach to support Point of Sale (POS) systems . This role involves handling inbound calls to assist customers with technical issues related to POS devices, payment systems, and related peripherals. Key Responsibilities: Provide technical voice support to end-users experiencing issues with POS terminals, payment gateways, and hardware/software configurations. Troubleshoot and resolve problems related to device connectivity, printing, billing software , and payment failures. Guide customers step-by-step through problem-solving procedures over the phone. Log and document all support interactions using a ticketing or CRM system. Escalate unresolved issues to higher-level technical teams when necessary. Coordinate with field engineers or service partners to ensure timely issue resolution. Ensure high levels of first-call resolution (FCR) and customer satisfaction . Maintain professionalism and empathy in all customer interactions. Required Skills and Experience: 13 years of experience in technical voice support , preferably supporting POS systems or retail billing solutions. Strong understanding of basic networking, hardware troubleshooting , and system connectivity. Excellent communication skills in English (additional regional languages are a plus). Comfortable working in a target-driven, high-call-volume environment . Familiarity with tools like remote desktop, ticketing systems (e.g., ServiceNow, Zendesk), and knowledge bases. Ability to multitask, prioritize, and manage time effectively. Preferred Qualifications: Experience supporting retail, hospitality, or QSR environments using POS systems. Diploma/Degree in IT, Computer Science, or related field (preferred but not mandatory). Knowledge of commonly used POS software (e.g., Square, Toast, Clover, NCR, etc.) is an advantage.