Point of Sale Software Support Manager

Job Purpose Statement:

Manage the SIVA Corporation Help Desk department by providing clear goals and objectives, tracking department metrics and measurements, review and submission of departmental reports, and performing coaching and counseling tasks.

Job Result Areas:
Support and Manager Customer Support Help Desk
Meet and exceed departmental goals and objectives
Meet and exceed departmental metrics and measurements
Establish and submit departmental reports
Ensure and coach employee efficiency
Meet and exceed customer expectations
Primary Activities/Tasks:
Oversee customer product support
Oversee and develop customer support documentation projects
Troubleshoot and research issues and requests
Perform Siva software upgrades and test new versions
Plan, develop, review and publish Support Documents
Plan, develop, review and publish Program Documents
Plan, develop, review and publish Support Plans
Set and manage departmental goals and objectives
Set and manage departmental metrics and measurements
Set and manage departmental policies and procedures
Create, review and submit departmental reports
Create, review and conduct coaching and counseling tasks
Provide phone support to end users
Interact with internal and external customers
Essential Skills, Knowledge and Abilities:
Bachelors degree or three(3) years Technical Customer Service management experience
Possess a solid customer service and support background
Knowledge of Point-Of-Sale systems (software, touchscreens, thermal printers, etc.)
Knowledge of remote desktop software (PC AnyWhere, Remote Desktop, VNC, etc.)
Ability to work in a team atmosphere
Utilizes rational and logical approach to support solutions
Excellent communication skills to include, but not limited to: written, verbal, and presentation
Excellent time management skills to include, but not limited to: task prioritization and delegation
Excellent management skills to include, but not limited to: team motivation and budget adherence
Knowledge of MYSQL databases
Knowledge of Windows 95/98/2000/NT/XP and Linux setup and configuration
Complete in-house SIVA Corporation training on company products and services
Travel = 10%
Rotating On-Call weekend shift
Desirable Skills, Knowledge and Abilities:
CRM Certification
MCSE Certification
CISCO Certification
Linux Certification
Restaurant experience or knowledge of restaurant terminology
REQUIREMENTS



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