Technical Support Representative

Job description 

JOB REQUIREMENTS

• Software installation and support, point of sale support, problem solving.
• Proficient with remote desktop software for implementation and troubleshooting
• Proficient with ticketing systems a plus (Zendesk, Confluence, Atlassian etc.…)
• Proficient with MS Office tools (Excel, Word, Outlook, etc.)
• Remote troubleshooting, walking customers through solutions, educating clients, following standard operating procedures, referencing, and adding to a knowledge base. (Training Provided)
• Strong aptitude to learn quickly, both technical and business processes, with accurate listening skills
• Excellent written and verbal communication skills in English
• Genuine and compassionate customer service skills
• Functional and demonstrable knowledge of Windows system configuration.
• Functional knowledge of TCP/IP and some networking.
• Comfortable working in a team environment while both asking and answering questions.

JOB DESCRIPTION

• Maintain client confidentiality and exhibit an exceptionally high level of professionalism on the phone, in messaging channels and through email correspondence.
• Fully troubleshoot the end user’s issues while guiding them through the process of updating and testing security patches on terminals, workstations and servers.
• Learn new practices, protocols and troubleshooting techniques for a wide variety of related software and hardware systems through the review of technical documentation.
• Assist other team members with learning new concepts and troubleshooting issues in a friendly and supportive environment.

Requirements

• Associates Degree or bachelor’s degree in computer science, Information Science, Mathematics, MIS, or related discipline or equivalent experience
• Experience ability to navigate point-of-sale software a plus (Oracle Opera, Micros Point of Sale, NCR Aloha) 
• 2 - 4 years equivalent work experience which may include any of the following:  third party interface programming, help desk support, technical troubleshooting, point of sale support, problem solving, software installation and support
• Some travel may be required for training and office visits
• Proficient with web-based tools a plus (Zendesk, Confluence, Atlassian etc.)
• Proficient with MS Office tools (Excel, Word, Outlook, etc.)
• Technical support experience, including help desk, investigation and diagnostic skills, remote troubleshooting, walking customers through solutions, educating clients, following standard operating procedures, referencing, and adding to a knowledge base.
• Strong aptitude to learn quickly, both technical and business processes 
• Strong and accurate listening skills
• Patience and understanding and flexibility
• Excellent written and verbal communication skills in English
• Experience in payments processing or financial service is a real plus
• Experience or ability to navigate point-of-sale software: NCR Aloha and/or Micros (Oracle) POS Interface Troubleshooting*
• 2 years of experience working in an IT support environment with emphasis on remote system access OR experience installing, configuring & testing complex computer software suites.

Must be able to pass a background check and drug test