We are a full service BPO that partners with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldn’t find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center, but we believe it can be so much more! If you delight the customer, listen to their feedback, and use their insights to gather data about products and offerings, customer care can have a strategic role in growing a business.

Role Expectations

Act as the primary point of contact for U.S.-based employees of a Quick Service Mexican Grill, providing technical support for store devices (POS systems, hardware, printers, scanners), network troubleshooting, and all company systems.
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Documents incidents and resolutions and provides updates to the knowledge base where applicable
Provide excellent customer service to internal team members (inbound voice calls & backoffice offline work) while troubleshooting & resolving issues within scope & procedures.

Qualifications

1-2 years of at least Tech Level 2 experience within BPO setting, IT service desk experience is a plus
Strong technical proficiency in hardware and networking
Good understanding of security best practices in a regulated business.
Experience with network troubleshooting tools such as Prisma, Fusion, New Era, PuTTY, Switch, IP Calculator, CMC, etc is highly preferred
Experience in POS troubleshooting is an edge, ALOHA experience is a plus
Exceptional English communication skills (written and spoken)

Technology Requirements

A licensed Windows computer with a serial number is the only computer we will accept for this position. We do not allow customized or jailbroken homemade devices.
Applicants must have strong wired internet connection to support systems and possess a Windows Computer with a working webcam.
All agents must have a working camera to be used during training sessions and 1:1 conversation.
Agents must have a working headset with a microphone, speakers are not permitted for us while on calls.
Agents must be willing to have Crowdstrike be installed in their personal computer/laptop
All agents will be required to install third-party software in order to run the screen capture module:
Screen Capture Module l Microsoft Windows Installer 2.0 or later. l Microsoft Visual C++ 2019 Redistributable 32-bit. l Microsoft .NET Framework 4.6.2or 4.7.x
All agents will be required to download DUO Mobile on their mobile phones for multi-factor authentication.
Download and upload speed must be at least 25 MBPS with latency (RTT) of <200ms.
Processor: Intel Core i5 with 500 GB HDD / AMD Ryzen 5
RAM: 16 GB

Benefits:

A fully remote work environment
This is currently a contract position, offering competitive wages
Comprehensive training on our products and services.
Career development opportunities, including internal promotions.
A positive and growing work culture that values diversity and inclusivity.

MEET COMPASS

Role Expectations

Act as the primary point of contact for U.S.-based employees of a Quick Service Mexican Grill, providing technical support for store devices (POS systems, hardware, printers, scanners), network troubleshooting, and all company systems.
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Documents incidents and resolutions and provides updates to the knowledge base where applicable
Provide excellent customer service to internal team members (inbound voice calls & backoffice offline work) while troubleshooting & resolving issues within scope & procedures.

Qualifications

1-2 years of at least Tech Level 2 experience within BPO setting, IT service desk experience is a plus
Strong technical proficiency in hardware and networking
Good understanding of security best practices in a regulated business.
Experience with network troubleshooting tools such as Prisma, Fusion, New Era, PuTTY, Switch, IP Calculator, CMC, etc is highly preferred
Experience in POS troubleshooting is an edge, ALOHA experience is a plus
Exceptional English communication skills (written and spoken)

Technology Requirements

A licensed Windows computer with a serial number is the only computer we will accept for this position. We do not allow customized or jailbroken homemade devices.
Applicants must have strong wired internet connection to support systems and possess a Windows Computer with a working webcam.
All agents must have a working camera to be used during training sessions and 1:1 conversation.
Agents must have a working headset with a microphone, speakers are not permitted for us while on calls.
Agents must be willing to have Crowdstrike be installed in their personal computer/laptop
All agents will be required to install third-party software in order to run the screen capture module:
Screen Capture Module l Microsoft Windows Installer 2.0 or later. l Microsoft Visual C++ 2019 Redistributable 32-bit. l Microsoft .NET Framework 4.6.2or 4.7.x
All agents will be required to download DUO Mobile on their mobile phones for multi-factor authentication.
Download and upload speed must be at least 25 MBPS with latency (RTT) of <200ms.
Processor: Intel Core i5 with 500 GB HDD / AMD Ryzen 5
RAM: 16 GB

Benefits:

A fully remote work environment
This is currently a contract position, offering competitive wages
Comprehensive training on our products and services.
Career development opportunities, including internal promotions.
A positive and growing work culture that values diversity and inclusivity.

Users love Cutshort

Read about what our users have to say about finding their next opportunity on Cutshort.

Shubham Vishwakarma

Full Stack Developer - Averlon

I had an amazing experience. It was a delight getting interviewed via Cutshort. The entire end to end process was amazing. I would like to mention Reshika, she was just amazing wrt guiding me through the process. Thank you team.

Companies hiring on Cutshort

About Compass Experience Labs

Founded :

2015

Type :

Services

Size :

100-1000

Stage :

Profitable

About

Boost customer satisfaction with outsourcing customer service and support. Improve customer retention outsourcing with expert teams and AI-driven solutions.

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