Job description
Job Description:
Job Profile: Support Technician I-Food
Job Title: Support Technician I
Granbury is a leading provider of POS Software and Service solutions for the Pizza and Coffee Industry. Our product breadth is designed for Independent Operators running 1 location all the way to large chains having hundreds of store fronts. The corporate office is located in the Dallas suburb, Irving, TX.
The Support Technician will provide first level support to customers ensuring that their issues are resolved quickly and completely in an upbeat and professional manner, as well as, assist with other technical work including installations and upgrades.
The ideal candidate will have well rounded technical skills in hardware, networking, windows and/or Linux environment. Experience in restaurant Point of Sale is ideal. Attention to detail and self direction are critical for success in this position. A restaurant background is helpful.
This position offers the challenge of supporting external clients with a wide variety of hardware, network, software, internet and training.
Assigned shifts between 7AM - 2AM Central Time, including possible weekends.
JOB RESPONSIBILITIES
- Provide first level telephone support, analyze reported issues and problem solve customer issues with empathy and patience , while maintaining composure under pressure.
- Troubleshoot Point of Sale (POS) software using Linux and Windows Operating Systems.
- Troubleshoot Hardware including workstations, peripherals, and networking equipment.
- Troubleshoot and configure Linux and Windows Operating Systems.
- Provide training to customers on use of POS software.
- Use basic SQL commands to navigate and update MySQL databases.
- Provide weekday, night and weekend support coverage as required
- Maintain CRM with complete and accurate documentation for all issues and correspondence relating to a reported customer request
- Uses logic and methods as necessary to solve difficult problems and provide accurate solutions
- Submit and follow-up on case escalations as required with a drive for results
- Assist in remote upgrades for existing sites.
- Complete assigned cases and projects in a timely manner using well developed time management skills
- Work well independently with good multi-tasking and organizational abilities
Job Qualifications:
- IT Degree (or equivalent experience) A+, Network+ , high level technical skills
- Windows, MYSQL Database and Network Topology experience preferred.
- Linux, Call center and restaurant experience desired.
- Highly customer focused and committed to the customer service experience.
- Ability to perform effectively under stress in a high call volume environment.
- Demonstrate passion and perseverance for excellence with respect to treating and caring for customers.
- Troubleshooting, problem solving and root-cause analysis skills to promptly resolve client issues, ability to learn on the fly when necessary.
- Ability to speak and communicate ideas clearly.
- Strong work ethic and attention to detail.
- Phone skills. Excellent oral and written communication skills.
Business Unit:
Granbury - Food
Scheduled Weekly Hours:
40
Number of Openings Available:
1
Worker Type:
Regular
More About Jonas Software:
Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain.
Jonas’ vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of ‘Software for Life’ and as an ambassador for technology, product innovation, quality, and customer service.
Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa. Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60.
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