Technical Support Specialist

Description

365 Retail Markets is the most trusted global provider of unattended retail technology, delivering conveniently smart self-service solutions since 2008. The company’s all-in-one platform powers retail spaces across food service, global retail, and hospitality with a comprehensive suite of frictionless smart stores, micro markets, vending, catering, and dining point-of-sale options. These technologies can be found worldwide in corporate offices, manufacturing and distribution facilities, educational campuses, hotels, and beyond.

As a nine-time honoree on the Inc. 5000 list of fastest-growing companies in the United States, and with a continually expanding global presence, 365 Retail Markets is committed to growth, innovation, and providing superior, integrated technology that meets the evolving needs of its customers and consumers.

This position is located within the Support Department of 365 Retail Markets, and reports to the Support Supervisor. You will play a key role in ensuring that our clients receive a consistent and exceptionally positive experience at all times. Your primary role will focus on maintaining uninterrupted, optimal performance of the 365 product suite at all times across a diverse installation base. You should enjoy tackling unobvious problems, working with time-sensitive clients of varying technical expertise, and in implementing systemic solutions that ensure localized issues are not repeated.

Responsibilities

• 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