What are the responsibilities and job description for the Customer Support Specialist position at Hyrhub?
Position overview
o We are seeking a skilled Technical Customer Support Specialist to join our team. The successful candidate will be responsible for providing technical support to end users, troubleshooting and resolving issues related to Software, Hardware, Network and Systems, installing and configuring new systems, and providing training and support to end-users.
· Job responsibilities
o Field incoming support requests related to software, hardware, network and systems from customers via telephone, email, ticketing system or any other media or work orders in a courteous manner and meet agreed service level goals with customers.
o Perform hands-on troubleshooting & diagnosis of issues with software, hardware, network and systems.
o Installing and upgrading software, implementing backups, and configuring software, hardware, network and systems.
o Test fixes to ensure problem has been adequately resolved.
o Perform post-resolution follow-ups.
o Create documentation of frequently occurring support requests, provide suggestions for process and product improvement.
o Any other tasks assigned by manager or company.
· Preferred qualification, experience, and skills
o College degree in information technology or a related field
o 2 years of experience in technical customer support role
o Experience supporting and installing on premise and SAAS POS (Point of Sale) systems, Restaurant technology systems, Data reporting & analysis, Self Service Kiosks, Digital Signage, Access Control systems, RFID Lockers, e-commerce applications, mobile apps, RFID based debit card systems and Cashless payment systems
o Adequate knowledge of electronics and basic Network knowledge with router and access point configuration
o Working knowledge of windows desktop and server operating systems and architecture
o Experience working in Family Entertainments (FEC), Amusement and Theme parks a plus.
o Ability to troubleshoot and resolve technical issues.
o Excellent communication and interpersonal skills.
o Ability to work independently and as part of a global team.
o Ability to manage multiple tasks and priorities.
Additional requirements and work environment
o Candidates will be required to work from the Dallas Office in Texas.
o Candidates will be required to pass Employment Verification, background check and drug screening.
o Valid US driver’s license, Valid Passport (travel to national & international locations as needed)
o Ability to work flexible hours in shifts, including evenings, weekends and holidays.
· Benefits
o Medical, Dental and Vision insurance
o 401K plan