Job Description

About Us:

LTIMindtree is a global technology consulting and digital solutions company that enables enterprises across industries to reimagine business models, accelerate innovation, and maximize growth by harnessing digital technologies. As a digital transformation partner to more than 700+ clients, LTIMindtree brings extensive domain and technology expertise to help drive superior competitive differentiation, customer experiences, and business outcomes in a converging world. Powered by nearly 90,000 talented and entrepreneurial professionals across more than 30 countries, LTIMindtree a Larsen & Toubro Group company combines the industry-acclaimed strengths of erstwhile Larsen and Toubro Infotech and Mindtree in solving the most complex business challenges and delivering transformation at scale.

POS Service Desk

Onsite

Scottsdale, Arizona

Responsibilities:

Key Responsibilities

• Act as the first point of contact for retail store staff seeking technical assistance via phone chat or email
• Diagnose and resolve technical issues related to account access login credentials and PointofSale POS hardware
• Provide guidance and support using remote desktop software eg VNC Dameware RDP Beyond Trust and similar tools
• Create document and manage real time tickets using tools such as ServiceNow
• Ensure timely resolution of incidents and service requests while adhering to established SLAs
• Collaborate with cross functional teams to escalate and resolve complex technical issues
• Maintain detailed documentation of issues resolutions and processes to improve team efficiency
• Lead by example in delivering exceptional customer service and fostering a positive team environment
• Identify opportunities for process improvement and contribute to the development of best practices
• Train and onboard new hires ensuring they are equipped with the knowledge and tools to succeed in their roles
• Provide coaching and mentorship to current agents who require assistance in meeting their KPIs offering actionable feedback and support to drive performance improvement

Qualifications and Skills

Technical Skills

• Strong technical knowledge of IT systems including POS hardware and software
• Hands on experience with remote desktop software eg VNC Dameware RDP Beyond Trust and similar tools
• Proficiency in CRM and ticket management tools ServiceNow experience is preferred
• Familiarity with ITIL principles ITIL Foundation Certification is highly desirable
• Customer Service Skills
• Excellent verbal and written communication skills in English
• Strong understanding of customer service principles and practices
• Ability to handle customer interactions with professionalism empathy and patience
• Leadership and Personal Skills
• Proven ability to multitask prioritize requests and meet deadlines in a fast paced environment
• Strong teamwork and collaboration skills with the ability to work effectively across departments and organizational levels
• Exceptional problem-solving skills and a proactive approach to issue resolution

Preferred Experience

• 3 years of experience in a Service Desk Help Desk or Technical Support role preferably in a retail environment
• Experience with PointofSale POS systems and retail operations
• Previous leadership or team lead experience is preferred
• Please let me know if you need anything else from me and I will do my best to provide it in a timely manner

Benefits/perks listed below may vary depending on the nature of your employment with LTIMindtree ( LTIM ):

• Comprehensive Medical Plan Covering Medical, Dental, Vision
• Short Term and Long-Term Disability Coverage
• 401(k) Plan with Company match
• Life Insurance
• Vacation Time, Sick Leave, Paid Holidays
• Paid Paternity and Maternity Leave

The range displayed on each job posting reflects the minimum and maximum salary target for the position across all US locations. Within the range, individual pay is determined by work location and job level and additional factors including job-related skills, experience, and relevant education or training. Depending on the position offered, other forms of compensation may be provided as part of overall compensation like an annual performance-based bonus, sales incentive pay and other forms of bonus or variable compensation.

Disclaimer: The compensation and benefits information provided herein is accurate as of the date of this posting.

LTIMindtree is an equal opportunity employer that is committed to diversity in the workplace. Our employment decisions are made without regard to race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), gender identity or expression, national origin, ancestry, age, family-care status, veteran status, marital status, civil union status, domestic partnership status, military service, handicap or disability or history of handicap or disability, genetic information, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientation or preference, or any other characteristic protected by applicable federal, state, or local law, except where such considerations are bona fide occupational qualifications permitted by law.

Safe return to office: In order to comply with LTIMindtree s company COVID-19 vaccine mandate, candidates must be able to provide proof of full vaccination against COVID-19 before or by the date of hire. Alternatively, one may submit a request for reasonable accommodation from LTIMindtree s COVID-19 vaccination mandate for approval, in accordance with applicable state and federal law, by the date of hire. Any request is subject to review through LTIMindtree s applicable processes.

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