Technical Support Specialist

Job Title: Technical Customer Support Specialist

Job Description

 Position overview.

We are seeking a skilled Technical Customer Support Specialist who can our client's

team and provide dedicated support to customers from the Americas

region. The successful candidate will be responsible for delivering high-quality technical assistance,

troubleshooting issues related to Software, Hardware, Network, and Systems, and ensuring prompt

resolution to customer inquiries. Additionally, they will play a key role in installing and configuring

new systems, as well as providing comprehensive training and ongoing support to end-users.

 Job responsibilities

o Field Support Requests: Receive and manage incoming support requests regarding software,

hardware, network, and systems from customers via telephone, email, ticketing system, or other

communication channels. Ensure courteous and prompt responses, meeting agreed service level

goals.

o Troubleshooting and Diagnosis: Conduct hands-on troubleshooting and diagnosis of issues

related to software, hardware, network, and systems. Utilize technical expertise and diagnostic

tools to identify root causes and implement effective solutions.

o Installation and Configuration: Perform installations and upgrades of software, configure

hardware, networks, and systems according to customer requirements. Implement backup

procedures to safeguard data integrity and system reliability.

o Testing and Validation: Test implemented fixes and configurations to verify that issues have

been adequately resolved. Ensure that systems are functioning optimally and meet performance

expectations.

o Follow-up and Documentation: Conduct post-resolution follow-ups with customers to confirm

issue resolution and satisfaction. Create comprehensive documentation of frequently occurring

support requests, along with suggestions for process and product improvements.

o Ad Hoc Tasks: Assist with any additional tasks or projects assigned by managers or company

leadership. Maintain flexibility and adaptability to support evolving business needs.

o Individual contributor role reporting to Support lead.

 Requirements

o Fluency in English exceptional verbal and written communication skills in language.

o A college degree in information technology or a related field, providing a solid foundation in

technical concepts and principles.

o Minimum of 2 years of experience in a technical customer support role, demonstrating

proficiency in troubleshooting and resolving technical issues.

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 to

support diverse IT environments.

o Experience working in Family Entertainments (FEC), Amusement and Theme parks is

preferred.

o Ability to troubleshoot and resolve technical issues efficiently, demonstrating analytical

thinking and problem-solving abilities.

o Excellent communication and interpersonal skills to effectively communicate technical concepts

to both technical and non-technical stakeholders.

o Strong organizational skills with the ability to manage multiple tasks and priorities in a fast-

paced environment.

o Will be required to work in shifts which will include weekend based on shift plan.

o May need to travel within and outside US.

Additional requirements and work environment

o Candidates will be required to pass a 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, including evenings, weekends and holidays.

o Candidate will be required to work out of Dallas, US office.

o Flexible to travel at install location if required. (preferred)

 Benefits

o Medical, Dental and Vision insurance

o 401K plan