Budapest

Leírás

💼 Our partner is a dynamic and innovative Irish-based company offering cloud-based streaming and virtual cinema experiences. They build digital platforms for film enthusiasts, event organizers, and educational institutions.

📌 You’ll be the first point of contact for clients using our cloud-based Point of Sale (POS) platform — triaging inbound tickets, resolving common issues quickly, and ensuring every request is tracked, communicated, and progressed to the right outcome.

🤝 You’ll play a key role in delivering responsive, human support to hospitality/retail businesses who rely on our POS daily.

🌟 The ideal candidate enjoys troubleshooting, communicating clearly, and working through high volumes of requests without losing quality.

🎫 Ticket Handling & Triage
• Monitor and manage incoming support tickets via Jira.
• Categorize, prioritize, and route tickets based on urgency, impact, root cause, and SLA.
• Gather missing information from customers to ensure tickets are actionable.
• Identify repeat issues, flag trends, and escalate appropriately.
• Maintain accurate ticket status, notes, and timelines for full auditability.

🛠️ First-Line Troubleshooting

• Resolve common POS platform issues such as:
• Login/access and permissions problems
• Device connectivity (tablets, receipt/kitchen printers, cash drawers, scanners)
• Payment terminal setup, pairing, or sync errors
• Menu, pricing, tax, and item configuration questions
• Reporting/dashboard confusion or discrepancies
• Follow internal troubleshooting playbooks and standard operating procedures.
• Replicate issues where possible and capture clear evidence (steps to reproduce, screenshots, logs).
• Escalate complex or platform-level bugs to second-line/engineering with high-quality detail.

💬 Customer Communication
• Communicate clearly and professionally via email.
• Provide timely progress updates and set expectations around resolution times.
• Translate technical findings into plain-English customer guidance.
• Close tickets with confirmation, ensuring the customer’s issue is fully resolved.

📚 Documentation & Continuous Improvement
• Create and update knowledge base articles and internal guides based on recurring issues.
• Suggest improvements to macros, workflows, triage rules, and escalation paths.
• Capture customer feedback and route insights to Product and Operations.
• Support internal incident communications during outages or major releases.

Requirements:
🟢 Ongoing higher education studies
🟢 Experience in a customer support, helpdesk, or ticket-handling environment (SaaS/cloud product preferred).
🟢 Familiarity with structured ticket workflows and SLAs. 🟢 Strong troubleshooting instincts and a logical, step-by-step problem-solving approach.
High proficiency in written English
🟢 Excellent written communication — clear, accurate, and empathetic.
🟢 Confidence using cloud platforms, web apps, and remote support tools.
🟢 Ability to manage ticket queues efficiently within limited weekly hours.
🟢 Communicate clearly and professionally via email.

Advantages:
✨ Experience supporting POS systems, hospitality tech, retail software, or payment products.
✨ Comfort working with hardware peripherals (printers, routers, tablets, terminals).
✨ Basic knowledge of networking concepts (Wi-Fi reliability, IP addresses, pairing, ports).
✨ Experience in SLA-driven or shift-based support environments.
✨ Exposure to SQL, APIs, or log-reading tools (helpful but not required).

🕒 Working hours: Flexible, 3 hours per day from Monday to Friday.

❗ How to apply:
1️⃣ Register on Schönherz.hu
2️⃣ Fill in a CV on Schönherz.hu

* If you are over 25 years of age, 15% of your gross salary will be deducted from your PIT. If you are under 25 years old, you will be exempt from PIT, so you can consider your gross salary as net, up to the average wage in the national economy, which is HUF 656,785 per month

Szükséges nyelvtudás

High profiency in English

Heti óraszám

15 óra

Munkavégzés helye

Budapest, District III + Home Office

Fizetés

Gross 2800 Ft/hour*