Technical Support Analyst (Enterprise Management)

Solugenix is an information technology services firm that has a rich history of providing comprehensive technology services and solutions for more than five decades.

As a pioneer in IT services, we’ve partnered with some of the biggest global corporations across many industries. Our history was built on a foundation of partnerships with global brands like McDonald’s, Microsoft, CITI Group, Johnson & Johnson, Herbalife, Sony Pictures Entertainment, and many others. Whether it’s providing dedicated support centers, staffing quality teams, or delivering business service solutions, clients can always count on Solugenix.

Position Title: Technical Support Analyst

Job Location: Hyderabad (WFH)

Shift timings: Any time between 5:30 PM and 7:30 AM IST (9 hours shift).

Work Days:     5 days in a week (includes rotational week-off)

Job Description (Job Summary/Roles & Responsibilities)

Summary of Job Function

We are seeking Technical Support Analyst (enterprise management) to join our team. The ideal candidate will be responsible for troubleshooting product-related issues on the POS system, menu management, and back-office reporting. This role involves providing exceptional customer service through various communication channels such as phone calls, emails, SMS texts, chat, and web portals.

Required Experience: At least 1 yr. in customer support (preferably providing product and pricing support in the restaurant/retail industry)

Essential Duties and Responsibilities

Customer Service:

• Take live phone calls and monitor shared email box.
• Respond to SMS text messages, chat inquiries, and web portal interactions promptly and professionally.
• Strive to achieve the excellent quality assurance scores on customer interactions.

Menu Management:

• Add/remove products from the menu.
• Update pricing of products.
• Implement and manage product discounts.
• Troubleshoot product-related issues on Point of Sale (POS) systems.
• Perform software configuration of Kitchen Display Systems (KDS) monitors and ticket printers.

Back Office Reporting:

• Perform backoffice reporting including cash management, inventory, invoices and labor.

• Infrastructure

• Wired Internet connection (cable/broadband)- WIFI is NOT permitted or supported on the provided work equipment.
• Internet Service Speed Minimum: 20 Mbps download / 5 mbps upload
• Distraction free work environment. Whether it’s your bedroom with a desk set up or a designated office within your home, you should be able to close a door to outside distractions and noise.

 Mandatory Skills:

• Excellent communication skills, both verbal and written.
• Strong customer service skills

Desired Skills:

• Knowledge of POS systems preferred.
• Experience working on a service management tool preferably ServiceNow (other alternatives Zendesk/Salesforce Service Cloud/ Freshdesk/Jira Service Management etc.)

Education & Certifications: Any Graduate