Technical Voice Support Officer

Turnberry Solutions

2 - 4 years

2 - 6 Lacs

Gurugram

Posted:1 day ago| Platform:

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Skills Required

Troubleshooting Network Problems Pos Machine Technical Support Technical Voice Process Technical Support L1

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Title:

Location:

Position Summary:

Technical Voice Support Executive

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.

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