Technical Support Specialist

🔥 0 minutes ago

🚗 Michigan – Remote

🚗 Michigan – Remote

💵 $47k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

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365 Retail Markets

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2008

🛒 Retail

☁️ SaaS

🔧 Hardware

💰 Private equity on 2021-05

Retail • SaaS • Hardware

365 Retail Markets is a provider of smart, self-service retail solutions that combine unattended POS hardware, payments, software and services to operate micro markets, smart stores and dining solutions across workplaces, hospitality, education, healthcare and other venues. The company offers integrated hardware (self-checkout kiosks, vending and micro-market fixtures), a universal management software platform (inventory, payments, digital engagement, analytics and operations apps) and proprietary payment/engagement services, and emphasizes data insights and AI-enabled efficiencies. 365 operates globally with large transaction volume and device deployment, and positions itself as an end-to-end platform for retail operators and large-site foodservice operators.

📋 Description

• Provide technical system and user support by responding to calls and email requests for technical support in a timely manner • Diligently manage client cases within Zendesk, and communicate any perceived delays to management immediately upon identification • Document, track, and monitor problems to ensure a timely resolution and appropriate follow-up with clients • Assess issues and escalate, if needed, to higher levels of client support • Resolve technical problems, detect patterns of issues, and communicate via the defined escalation path (including services leadership) regarding persistent issues • Assist other department employees in troubleshooting difficult or time-sensitive problems • Configure client equipment both locally and remotely • Maintain your knowledge and expertise by learning new and evolving technologies and by achieving appropriate industry and professional certifications • Contribute to continuous improvement of the client experience by providing suggestions for the betterment of technical practices • Workweek includes Saturday & Sunday shift in schedule, with 2 days off during the weekdays • Other duties as assigned by Supervisor

🎯 Requirements

• 1-2 years experience handling high-end clients with the ability to demonstrate proper service recovery steps or a commensurate combination of education, certifications, and experience • Proficient with Ubuntu or other Linux distribution highly desired • Solid understanding of mobile environments including Android and iOS, including development and logging tools • Solid understanding of Windows 10 environment including device drivers, event viewer, and error reporting • Experience working with advanced software issues that require root cause analysis • Experience maintaining small networks. Network+ a bonus, but not necessary • Exposure to SQL commands a bonus • Able to work independently and efficiently to meet deadlines • Able to promptly answer support related email, phone calls and other electronic communications • Self-motivated, detail-oriented and organized • Ability to learn new technologies quickly and deal with ambiguity • Proficient in Internet related applications such as email clients, FTP clients and web browsers • Proficient in the entire Microsoft Office suite (Word, Excel, Outlook, PowerPoint) • Excellent communication (oral and written), interpersonal, organizational, and presentation skills using appropriate vocabulary and grammar to obtain and convey information.