**Senior Technical Support Specialist**

Embed - Customer Experience Carrollton, Texas Department **Embed - Customer Experience** Minimum Experience **Experienced** Fuelling the business of fun.

Not just a game-changer, its a life-changer. Designed to deliver a superior guest experience, the software solutions platform is a complete integrated solution made to enable business owners to achieve greater operational efficiency while reducing costs and increasing profitability.

With Embeds platform, a business (single or multi-location) has real-time visibility and control across the entire operation: a full range of games management, real-time prize inventory, from guest party planning and bookings via mobile to integrated point-of-sales, including bundles and upsell packages, self-recycling game card kiosks and so much more. And it is all interconnected.

We have offices across the globe: USA, EMEA, and Asia. With more than 1,000 customers and over 3,000 installations in 56 countries, we are equipped and ready to empower Family Entertainment businesses with direct sales, services, and support anytime, anywhere.

We are in the business of fun and no one takes fun more seriously than us, which is why we put our people at the heart of everything we do, and how we do it. Get inspired because no ones having more fun than us.

Position Summary

As a member of our Support team, you are the first point of contact for customers and as such, you form part of the team that helps customers solve issues and minimize the impact to their business. We strive to solve customer queries by providing the best customer experience with the quickest solution.

For this role, you will develop relationships and build rapport quickly with customers. In addition, you will investigate and utilize your troubleshooting skills in solving customers technical and non-technical queries. For this, you will rely on your critical thinking skills using facts and analytics to not only fix problems but also to implement workarounds and offer suggestions for change and continuous improvement.

In addition, you will lead by example, mentor, and coach Technical Support Specialist solve customers' issues through the escalation process, and play a critical role in the development of the department's competencies and training needs.

Key Responsibilities

* Provide first-class customer service/support via telephone, email, chat, and any future channel

* Conduct preliminary investigation: replicate, validate, and troubleshoot issues/tickets raised by customers

* Triage inbound customer communications, monitor priority of tickets assigned to the queue, and process and escalate tickets accordingly

* Communicate proactively with customers using clear, professional, and effective communication

* Leverage all approved internal knowledge base to deliver up to date service to our customers

* Partner with Business Analysts to improve the customer experience through product design enhancements after software updates/upgrades are released

* Provide remote support of related hardware components including integrated card readers, POS terminals, self-service Kiosks, and associated peripherals

* Ticket ownership including ticket creation, update, escalation and escalation notes, solution, and closure

* Create, document, and share technical procedures and knowledgebase articles for the overall improvement of the department's competencies

* Mentor and coach Technical Support Specialist and team members through difficult tickets and issues

* Mentor team members and ensure departmental procedures are communicated and followed

* Monitor customers' systems proactively to identify and solve issues

* Available and on-call to solve customer issue escalations

* Communicate with customers and set expectations throughout the escalation process

* Escalate Support issues proactively to management and development accordingly

* Comply with confidentiality and license agreements

* Depending upon the region, deployment of proprietary and non-proprietary Software and Services to customers systems

* Remain knowledgeable of customer and partner relationships

* Responsible for self-developing skills and technical knowledge on existing and new products and features

Required Skills and Expertise

Description of Practitioner: Demonstrates a deeper understanding of the professional area to handle non-standard situations; adapting according to the circumstances, showing a proactive and considered approach in this specialist area; develops processes.

* Practitioner level in customer service and in communicating both written and verbal

* Practitioner level in communicating technical concepts to both technical and non-technical customers

* Practitioner level in building strong relationships with customers and with team members

* Practitioner level in balancing time among multiple activities

Solving customer inquiries

Partnering with Business Analysts on product enhancements

Partnering with Deployment team members on software updates

Partnering with Training to create technical procedures and knowledgebase articles

Coaching Technical Support Specialist

* Practitioner level in managing time effectively and delegating tasks to meet deadlines

* Practitioner level in troubleshooting, problem-solving, and critical thinking skills

* Practitioner level in internal and external conflict resolution and negotiation skills

* Practitioner level in understanding and working with Windows OS, SQL, networking, TCP/IP, .NET, and PCI Compliancy requirements

* Continuous improvement mindset and preparedness for new approaches and solutions to enhance the Customer Support process

* Demonstrate good judgment using facts and analytics

* Highly organized and efficient with strong attention to detail

* Practitioner level in understanding and learning complex technical topics quickly

* Self-motivated with a passion for customer service and IT and the ability to learn and adapt to new technologies

* Practitioner level in handling customers with patience, tact, and empathy

* Basic to intermediate level with SQL database queries

* Practitioner level in using Software Deployment tools

Qualification and Education

* 3-4 years experience working in a fast-paced customer service/support role in call center environments

* ITIL certification or experience working with ITIL Framework and Processes is desired

* Microsoft and Networking certifications are desired

* Bachelors degree in Computer Science or equivalent education/work experience

Location Carrollton, Texas Department Embed - Customer Experience Minimum Experience Experienced