Epos Technician-2

**JOIN OUR TEAM**

Our mission is simple: we make journeys easier and more enjoyable for our customers. We want to lift their spirits by delivering little boosts along the way. We care about our people and our communities, and we look for ways to uplift people first. Wherever your journey’s going, we can help you get there.

**EPOS Technician**

Department: EPOS

Location: Laval, QC

Type: Permanent, Full Time

Office: Hybrid mode

Do you have exceptional Windows OS support skills? Are you passionate about troubleshooting a wide range of IT issues and helping to drive change for improvement? Does the IT Support industry speak to you? If so, look no further, we have the job for you
- THE ROLE

Reporting to the LT10 Team Lead and Supervisor, within our IT-Shared Services team, the EPOS Technician will provide Store support for ALL LIFT submitted tickets. LIFT is an upsell device installed to drive upsells, as well as provide additional customer loyalty programs during checkout at our stores.
- WHAT YOU’LL DO

Here are just a few ways that you’ll help make journeys better:

- The primary purpose of this position is to resolve LIFT/EVP submitted support tickets. The Level 2 Technician also preforms ongoing root-cause analysis, knowledge development, and special support related to projects. The Level 2 LIFT technician interacts daily with customers, customer management, all levels of the Help Desk staff, Third Party Vendors, and Circle K Support employees and management.
- Receives and resolves store submitted support tickets.
- Provides assistance/coaching to Level-1 EPOS Technicians when needed.
- Provides timely support to onsite technicians at store locations.
- Analyzes and attempts to resolve issues without further escalation.
- Properly updates the corresponding problem ticket and either escalates the ticket further or updates the resolution information and resolving Tasks/Incidents within targeted SLAs.
- Performs root-cause analysis using detailed analysis of reported, persistent problems, and work closely with Retail Systems in order to proactively eliminate problems before they occur.
- Works with Retail Systems and other departments as directed, to support related projects and activities.
- Works with the Training Lead to identify, create, and test new knowledge resources with the intent to improve first call resolution at the EPOS Support level.
- WHAT YOU’LL NEED

We want you to join our team Here’s what we’re looking for:

- REQUIREMENTS
- High School diploma required, DEC or technical training in business computer systems preferred
- 3-5 years Help Desk or PC related work experience.
- Strong understanding of store systems and operations environments.
- In-depth knowledge of Help Desk Functions, process and procedures and quality of service measurement.
- Excellent process flow modeling and documentation skills.
- Knowledge of problem tracking and other Help Desk tools.
- Good analytical and problem resolution skills, verbal and written communication skills, organizational and time management skills, customer service and interpersonal skills, and customer focus.
- Bilingual - French and English - Written and Spoken.é

**WHY WORK WITH US**

Our store and office employment opportunities offer you quick career growth with an international company, plus a dynamic work environment that puts people first. Wherever you are in your journey, we have a place for you. Here’s some of the exciting perks we offer:

- Complete benefits packages (medical and dental);
- Possibility of enrolling in a pension plan with employer contributions or a stock purchase plan;
- Employee discounts in stores and with multiple of our partners;
- Paid time off plan including vacation, sick days and personal days;
- Work in a collaborative, dynamic and high performing team;
- Learning opportunities to develop new skills and to evolve professionally in a fast-growing company;
- Hybrid mode.

**INTERESTED?**

**We thank all applicants for their interest in this position; only those selected will be contacted.