Support Technician

ThrivePOS

Jan 19, 2019

Website :

https://www.thrivepos.com

Location :

Irving, TX

Job Type :

Full Time

Company Description :

Job Description :

The Support Technician will provide first level support to customers ensuring that their issues are resolved quickly and completely in an upbeat and professional manner, as well as, assist with other technical work including installations and upgrades.
 
The ideal candidate will have well rounded technical skills in hardware, networking, windows and/or Linux environment. Experience in restaurant Point of Sale is ideal. Attention to detail and self direction are critical for success in this position. A restaurant background is helpful.
This position offers the challenge of supporting external clients with a wide variety of hardware, network, software, internet and training. Assigned shifts vary 6 AM -- 12 AM, including possible weekends.
 
 
JOB RESPONSIBILITIES
 

  • Provide first level telephone support, analyse reported issues and problem solve customer issues with empathy and patience, while maintaining composure under pressure
  • Troubleshoot Point of Sale (POS) software using Linux and Windows Operating Systems
  • Troubleshoot Hardware including workstations, peripherals, and networking equipment
  • Troubleshoot and configure Linux and Windows Operating Systems
  • Provide training to customers on use of POS software
  • Use basic SQL commands to navigate and update MySQL databases
  • Provide weekday, night and weekend support coverage as required
  • Maintain CRM with complete and accurate documentation for all issues and correspondence relating to a reported customer request
  • Uses logic and methods as necessary to solve difficult problems and provide accurate solutions
  • Submit and follow-up on case escalations as required with a drive for results
  • Assist in remote upgrades for existing sites
  • Complete assigned cases and projects in a timely manner using well developed time management skills
  • Work well independently with good multi-tasking and organizational abilities
 
JOB QUALIFICATIONS:
 
  • IT Degree (or equivalent experience) A+, Network+ , high level technical skills
  • Windows, MYSQL Database and Network Topology experience preferred
  • Linux, Call center and restaurant experience desired
  • Highly customer focused and committed to the customer service experience
  • Ability to perform effectively under stress in a high call volume environment
  •  Demonstrate passion and perseverance for excellence with respect to treating and caring for customers
  • Troubleshooting, problem solving and root-cause analysis skills to promptly resolve client issues, ability to learn on the fly when necessary
  • Ability to speak and communicate ideas clearly
  • Strong work ethic and attention to detail
  • Phone skills. Excellent oral and written communication skills

Is This You?

To apply for this position, submit a resume to Human Resources at:
 
jobs@gjonas.com
 
Please indicate job title in the subject heading of your email
 
"Equal Opportunity Employer”