Job Objective: Provide Level 2 technical support to address complex issues and deliver efficient solutions to users and customers regarding the POS system and networks. This involves detailed analysis of case information and application of specialized technical knowledge. Main Responsibilities: . Manage responses to escalated cases received via email. . Organize and filter email to ensure efficient handling of correspondence. . Keep users informed about the status and progress of requests through clear and timely updates. . Create requests originating from the established customer service channels. . Handle and document cases, enabling tracking, control, and timely closure. . Prioritize case handling with a focus on customer satisfaction. . Reactivate suspended customers and escalate cases as appropriate. . Document online requirements received through various communication channels. . Support delivery processes conducted by the Projects team. . Participate in project meetings for requirement validation and alignment of efforts. . Provide knowledge support to new team members. . Train and mentor new staff on communication channel management, case handling, and internal processes. . Handle walk-in point requests outside regular office hours. . Handle and document cases under on-call availability mode. . Generate technical documentation to strengthen the organization’s knowledge base. . Contribute to the creation and updating of manuals, guides, and Level 2 support documentation. . Support Level 2 requests requiring advanced technical assistance. . Manage escalation of Level 2 support cases and application errors to the Engineering team. . Follow up on cases to ensure effective resolution. . Record complete and accurate documentation in the CRM for each created or assigned request. . Ensure compliance with service level agreements through clear, timely, and efficient case documentation. . Participate in training sessions focused on continuous product and feature updates. . Actively participate in rollouts of new versions and features of the HioPOS CLOUD system. . Conduct self-study of the product using available supporting materials. Required Education: . Technical, technological, or university degree in systems, development, or related fields. . Demonstrable proficiency in office software. . Operating system management skills. Technical Knowledge: . Resolution of advanced technical incidents. . Diagnosis and resolution of complex problems. . Management and tracking of escalated tickets. . Technical documentation and procedures. . Compliance with service level agreements. Additional Requirements: . Technician with networking knowledge for on-site visits. Minimum Experience: . 2 years resolving advanced technical incidents, diagnosing and solving complex problems, managing and tracking escalated tickets, preparing technical documentation and procedures, and complying with service level agreements. Required Competencies: . Assertive communication. . Active listening. Work Modality: . Hybrid. Schedule: . Monday to Friday, 7:00 a.m. to 5:00 p.m. Position Type: Full-time