Technical Support/ Customer Support

Established in 1991, Collabera has been a leader in IT staffing for over 22 years and is one of the largest diversity IT staffing firms in the industry. As a half a billion dollar IT company, with more than 9,000 professionals across 30+ offices, Collabera offers comprehensive, cost-effective IT staffing & IT Services. We provide services to Fortune 500 and mid-size companies to meet their talent needs with high quality IT resources through Staff Augmentation, Global Talent Management, Value Added Services through CLASS (Competency Leveraged Advanced Staffing & Solutions) Permanent Placement Services and Vendor Management Programs.  Collabera recognizes true potential of human capital and provides people the right opportunities for growth and professional excellence. Location : 150 W Warrenville Road – Naperville, IL (60563) Duration : 3+ months(With a high possibility of extension) Job Description: • The Technical Support Agent is responsible for complex issue resolution affecting the point of sale, back office and credit card processing for all channels of trade. • Provides support for hardware and software related issues. • Dispatches to third party vendors and monitoring issue to resolution. • The responsibilities include interacting with site personnel, third party vendors and other BP representatives. • Position requires effective problem solving, a thorough understanding of software applications and the interdependencies of site configuration when investigating issues, advanced troubleshooting skills and the ability to learn new concepts quickly. • Utilizes remote access to re-establish customer based systems. • Recognizes when an escalation is required and communicates with vendor and site operator to ensure required servicing is appropriately coordinated.  Key Accountabilities: • Advanced troubleshooting of POS and Back office hardware, software, networking, credit card processing, accounting data journey and variance issues  • Provides Level II technical support and resolve escalated customer problems  • Prioritize and handles daily activities for unresolved escalations and follows up with the site as needed  • Contacts and works with the site personnel to resolve issues  • Escalate to third party vendors and works with the vendors until issues are resolved  • Identify chronic issues affecting a site performance  • Provide software and hardware support for proprietary systems on Win 95, MSDOS, Win 2000, Win XP  • Support for LAN and IP based systems  • Perform problem investigation and research to resolve system related issues: search databases containing records of problems, symptoms & solutions. • Consult vendor documentation and information systems for symptoms & solutions.  • Provide technical assistance for field representatives  • Record and maintain information about all assigned user problems in the customer management system  • Creating and updating knowledge base documentation for continuous improvement  • Bachelor’s degree or equivalent experience preferred. • Minimum 2 years technical software support. • Experience with MSDOS, Win 95, Win NT, Win 2000, Win XP, SQL and Databases. • Strong PC skills including MS Office and ability to navigate and use software. • A+ and Network+ certification preferred. • Experience with VNC and Remote desktop preferred. • Minimum 1 year Point of Sales troubleshooting experience preferred. • Minimum 1 year network related experience preferred. • Accounting experience preferred. To know more about this opportunity, please contact: Himanshu Prajapat himanshu.prajapat(at)collabera.com 973-606-3290