Technical Support Specialist - Centaman


Jan 22, 2018

Website :

Location :

Chicago, IL

Job Type :

Full Time

Company Description :

Founded in 1991, CENTAMAN has been serving the attractions and leisure industries worldwide for over 25 years. CENTAMAN’s parent company, Constellation Software (TSX:CSU) is a publicly-traded international provider of market leading software and services to several industries across both the public and private sectors. Constellation has over 15,000 employees generating consolidated revenues exceeding US$2 billion.
CENTAMAN has a dynamic and empowering workplace, comprised of motivated self-starters who enjoy the thrill of working in a fast-paced environment. 
Additional information on CENTAMAN’s products is available online at

Job Description :


Immediately, we are seeking a Technical Support Specialist in the Chicago, IL area who will provide great helpdesk service from our Chicago Loop Office to CENTAMAN clients in the use of our suite of applications and peripheral hardware to allow them to effectively use our software. 
In this role you will be the first point of contact for all business users.
Reporting to the Support Manager, the core responsibilities of the position are:
  1. Customer Support:
    1. Provide exceptional telephone and remote product support as necessary including after hours support at times due to peak loads or staff availability.
    2. Build strong relationships with existing customers through regular contact.
    3. Ensure we meet our deadlines/commitments to return customer calls and follow up cases promptly.
    4. Meet personal utilization targets – number calls, response rate etc
    5. Meet customer satisfaction targets for services delivered.
    6. Build documentation for Knowledge Base.
2. Customer Account Management:
  1. Assist the Sales Manager by escalating and referring any sales enquiries received via the helpdesk.
  2. Be able to identify on-going problems and customer issues and escalate these to the Support Manager for treatment at the account level.
  1. Project Delivery and Training
    1. Assist the project team on new customer implementations with preparing equipment and testing in our lab environment.
    2. Run ad-hoc training sessions via GoToMeeting as required.
4.Hardware Testing:
  1. Perform tests with hardware for supported products as required
  2. Perform tests on new hardware as required
  3. Provide troubleshooting assistance to internal and external customers
  4. Document hardware configurations and installation tasks
  • Minimum 1 years experience in call center and customer service role
  • Previous experience with Microsoft SQL Server and a database application essential
  • Ideal candidate will also have previous experience in Point of Sale, Ticketing, CRM, Booking Solutions and/or the credit card payments industry
  • Working knowledge of PC hardware and peripherals
  • Good working knowledge of Windows operating systems and networking
  • Formal qualifications such as a degree in Computer Science, Information Technology or accreditations in Microsoft Server / SQL Server MCP accreditations are ideal but not must have.

  • Position will be full-time, working from our downtown Chicago office.
  • Travel will be minimal but opportunity exists if desired to be involved in on-site customer projects.

Is This You?

To apply for this position, submit your resume to Human Resources at:
Please indicate job title in the subject heading of your email
“An Equal Opportunity Employer”