Job description

SUMMARY

The person recruited to this position will provide technical support in a professional and enthusiastic manner. We are looking for a detailed oriented person with a broad range of technical experiences, a strong work ethic, and the ability to communicate effectively. The ideal candidate will have experience in each of these areas and possess the ability to learn and comprehend quickly.

This position requires working with individual customer locations to understand business needs, create technical solutions, address questions of functionality, and in general support the environment. The Technical Support Specialist will take support ownership of assigned customer incidents and provide technical service guidance for resolution. Position requires maintaining accurate notes of all services in the customer portal and providing timely and accurate service updates. Support tasks include support of existing VOIP phones and voicemail system.

This position will be responsible for maintaining the support knowledge base of customer environment and troubleshooting techniques. The position will work closely with project managers, clients, field technicians, and technology partners to provide the highest possible level of support services and will be responsible for ensuring resolution services are completed successfully at client sites. In addition, this position must have the technical skills, user experience knowledge, and customer service skills to provide remote technical support to ensure the technical aspects are clearly understood and completed successfully.

The position may require up to 5% travel and will require client collaboration. The position will require scheduling flexibility to support projects completed during the day or at night. There will be opportunities to work-from-home to provide the support responsibilities, specifically on incidents that require night support.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Responsible for providing technical support, primarily via the telephone, to support retailer's store questions.
• Provide remote access technical support for Point-of-Sale, printers, workstations, desktops, laptops, VOIP phones, and mobile devices (specifically with iOS).
• Learning and maintaining technical and business knowledge to support clients.
• Capable of remotely diagnosing issue (software, firmware, hardware, etc...) and determine appropriate next steps (apply software/firmware updates, deploy new hardware, dispatch on-site technician, etc…).
• Provide prompt and courteous telephone response to store inquiries and issues. Take responsibility for satisfaction of the stores through ownership of store issues through resolution.
• Technical support personnel will maintain close collaboration with hardware technicians and on-site technicians and deploy new hardware and/or dispatch on-site technician to successfully resolve client incidents.
• If technicians is deployed, provide prompt and courteous telephone response to technician inquiries and issues. Take responsibility for satisfaction of the technician through ownership of technician issues through resolution.
• Responsible for remotely supporting a variety of incidents and solving complex problems.
• Responsible for supporting and provisioning VOIP phones for customer user accounts:

• Configure VOIP phones for new service requests
• Provision voicemail for new services requests
• VOIP break/fix * Responsible for maintaining proficiency in supporting new and existing products and/or projects. These responsibilities include reading and comprehending manuals, product spec/data sheets, and training materials for new products.
• Document detailed support plans and maintain knowledge base to ensure the incidents are completed on quickly and correctly each time and meets client’s SLA expectations.
• Attend recurring status meetings with internal teams and clients; Provide input as related to the support services.
• Work with clients, to design, develop and enhance support service solutions and procedures. Collaborate with team members on training requirements and opportunities.
• Understand business and technical objectives of assigned projects
• Work on multiple tasks simultaneously
• Adapt to new technology solutions utilized by clients
• Travel up to 5% of time to North American client locations and installations as needed
• Interact professionally with fellow employees, clients, and vendor

REQUIRED QUALIFICATIONS:

• High School Diploma or GED equivalent, required.
• 2+ Experience working on a help desk support team
• Technical experience in these areas: network cabling installation, network installation and configuration, wireless installations and configurations, PC installations and configurations, Point of Sale terminal installation and configuration, Point of Sale terminal software configurations and troubleshooting, and Phone System installations and configurations.
• Willingness and aptitude to learn unfamiliar systems, and to stay informed of new technologies
• Exceptional service orientation.
• Excellent analytical and problem solving skills
• Excellent written and oral communication skills.
• Strong interpersonal skills with the ability to communicate with a variety of audiences
• Superior interpersonal skills necessary to communicate complex information to various internal and external personnel in a clear, concise and well organized fashion
• Effectively communicates relevant support information to superiors.
• Exceptional attention to detail.
• Exceptionally self-motivated and directed.
• Ability to handle multiple problems/calls simultaneously
• Knowledge of hardware/software terminology and concepts
• Must be comfortable with fast-paced, entrepreneurial corporate culture and the standards and work ethic consistent with that environment

DESIRED QUALIFICATIONS AND RESPONSIBILITIES:

• Bachelor’s Degree or working towards Bachelor’s Degree – Business, Computer Engineering, Computer Science, or Information Technology emphasis preferred
• Experience in corporate retail environment
• Possess a strong knowledge of operating procedures and systems and ability to ensure procedures and systems are being followed.
• Ability to set and manage priorities judiciously.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Tuition reimbursement

Schedule:

• 8 hour shift

Education:

• Bachelor's (Preferred)

Work Location: In person

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