City
Irving

State
TX

Job Type
Full-Time Temporary

 

The Support Tech provides day-to-day technical support to retail stores for point-of-sale (POS), network infrastructure, and desktop systems software and hardware.

Emphasis of role: Help Desk Support - second level


Responsibilities:

  • Provides remote Technical Support to field technicians and retail stores.
  • Provides excellent customer support to internal and external clients.
  • Responsible for accurate tracking and documentation of installation timeline and any problems that arise.
  • Following up on daily customer escalations and make out/in bounds to drive escalations and incidents towards resolution
  • Responsible to insure timely installation of various pieces of hardware.
  • Troubleshoot reported software, hardware, network problems when they relate to the stores computer and all Peripherals.
  • Troubleshoot and perform root cause analysis of reported incidents when they relate to desktop computer and peripherals, also dialing in the desk phones.
  • Responds to customer and Retail Solutions personnel solution/product inquiries via telephone, email, or ticketing system.
  • Provides timely & effective technical resolution of problems or escalation on behalf of customer to appropriate higher-level technical personnel.
  • Provides case status updates to Customer and Retail Solutions personnel.
  • Ensure customer satisfaction by advising customers on preventive measures, appropriate solutions and configurations which may impact product performance.
  • Receive incoming calls and making outbound calls to the customers updating notes in our ticketing system and emails
  • Responsible for accurate tracking and detailed documentation of installation timeline and any problems that may arise.
  • Follow up on escalations

Skills:

  • Minimum two (2) years technical support experience
  • Strong understanding of: Computer hardware / software installation, configuration and troubleshooting (PC, Network and Point of Sale (POS) equipment)
  • Basic network equipment installation configuration and troubleshooting
  • Must be able to troubleshoot and perform root cause analysis
  • Detailed documentation in ticketing systems (i.e. Remedy, ServiceNow etc. )
  • Proficient use of standard Microsoft products (i.e.: Excel, Word)
  • Excellent problem-solving skills
  • Detailed oriented with ability to multitask and work well with other departments
  • Great communication - written and verbal
  • Ability to work under pressure and be adaptable in changing environments
  • Expert customer relationship skill; and ability to communicate professionally in client facing situations
  • Remote management knowledge is highly preferred
  • Virtual desktop knowledge highly preferred

** Must have flexibility with work schedules (all shifts, weekends, holidays), this is a 24 X 7 operation

Current targeted shift:
Sunday - Thursday ( 8am - 5pm)
Tuesday - Saturday (8am - 5pm)


Job ID 000145 / Posted Posted 1 Month ago
Apply With