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Technical Support Specialist - POS

Expert Technical Solutions Duluth, GA
  • Posted: 5 days ago
  • Other
Technical Support Generalist – POS Systems
Expert Technical Solutions is seeking a Technical Support Generalist for one of our industry leading clients in Duluth, GA This person will be responsible for analyzing, troubleshooting and resolving customer issues and questions via phone, email and other methods while maintaining a high level of customer satisfaction. This position remotely addresses and responds to customer inquiries on organizational products and services, including installation, operational functions, troubleshooting, maintenance and general questions.
This is a Contract to Hire opportunity offering competitive salary and outstanding growth potential.
ESSENTIAL DUTIES AND RESPONSIBILITIES
  • Give support to end users by answering inbound communication via phone, email, and web portal, documenting cases in the Customer Relationship Management software, working assigned cases, resolving and/or escalating customer issues to keep the case moving through the support process
  • Connect with customers to provide and process information in response to inquiries, concerns and requests about products and service
  • Diagnose, research and resolve technical issues by gathering customer's information and determining the issue by evaluating and analyzing the symptoms sufficiently documenting in the case the specific details of each issue and actions taken, including the steps to replicate the issue and the steps taken to resolve the issue
  • Accurately process and record customer interactions using computer and designated tracking software
  • Accept and retain ownership of client issues, provide regular updates to customers on cases that are not resolved the same day they were opened and manage aging of assigned cases
  • Possess a basic understanding of the organization's products assigned, staying current with system information, changes and updates, and escalate more complex inquiries
  • Work with more knowledgeable resources to ensure any case needing escalation has appropriate documentation and detail to effectively transition the case without inconvenience to the customer.
  • Handle interruptions well and move between tasks with ease while still meeting deadlines
  • Use appropriate discretion in handling critical client calls and escalating calls to management
  • Follow company communication procedures, policies and guidelines at all times
  • Assist in training new and temporary Technical Support staff
  • Contribute new content to the Support Knowledgebase
  • Perform and support installation and upgrades of organization's products assigned as needed
DESIRED SKILLS and EXPERIENCE
  • High school Diploma and willingness to learn through on-the-job training; College degree in Business Application areas, Computer science, or a related field desired
  • 1+ years of related work experience required
  • Strong interpersonal communication skills, both verbal and written, and ability to remain calm and professional in all circumstances
  • Outstanding phone skills, which includes actively listening and developing effective questioning techniques to resolve issues
  • Knowledge of customer service principles and practices with previous customer service experience
  • Proven ability to quickly identify problems, form solutions, and execute step-by-step troubleshooting procedures
  • Moderate understanding of the general aspects of the job, including knowledge of relevant software computer applications and equipment
  • A positive, professional, solution-oriented, enthusiastic and team-oriented attitude
  • Demonstrated ability to handle interruptions well and move between tasks with ease while still meeting deadlines
  • Ability to follow department processes and procedures
  • Familiarity with Customer systems a plus
  • Fundamental understanding of major RDBMS with emphasis on Oracle, MS SQL, and Sybase ASA
  • Demonstrated desktop OS knowledge (PC and Server)
  • General network communication, network security, network administration and wireless networking knowledge
  • Virtualization knowledge
  • Knowledge of IIS and web services
  • Experience supporting mobile apps desired

Expert Technical Solutions

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