Job Description :

Tier 1 Technical Support Technician

Required Education and/or Experience:

High School diploma or equivalent

Minimum 1 year Technical Support experience

Minimum 1 year of help desk operations experience.

Demonstrated customer-focused, service-first attitude.

Must have some basic understanding of SQL.

Possess strong time management skills

Demonstrated written & verbal communication skills

Dependable, punctual, and reliable are a must for this position

Minimum 1 year of Microsoft Windows experience Intermediate to Advanced level skills with Microsoft Office applications

Preferred Education and/or Experience:

2 to 4 year degree or equivalent

Minimum 2 years utilizing and/or supporting a Point of Sale Software Package

Networking topologies experience

Experience with firewalls, routers and VPN technology a plus Familiarity with Xpient


  • Receives calls and emails from customers concerning problems with various hardware and Xpient Software systems.
  • Each call and email received will have a case opened, be documented in our call tracking system, and quality service offered on every action taken within established parameters.
  • Responsible for resolving all issues presented in a "first call resolution strategy" and escalating Severity 1 issues as necessary.
  • We promote a team environment and have built a culture around open communication, knowledge transfer, and continued education about our products as well as other types of technology.


80% Resolve Computer Support Problems

  • Responsible for providing world-class service to our customers in an accurate, efficient, and professional manner.
  • Responds to routine and complex customer inquiries via the telephone and e-mail.
  • Primary focus is on providing assistance and advanced trouble-shooting regarding service delivery, installation, outages, component level problems, and other technical issues.
  • Position requires in-depth knowledge of each service offering and specializes in one or several areas of Point of Sale (POS) products.
  • Due to complexity of issues and possible sources of problems, the position requires frequent research, exhaustive troubleshooting, and customer follow-up to ensure proper resolution. Interactions with customers must be well documented in the Case Management System.
  • Responsible for, efficiently working cases and resolving issues, escalating appropriate cases to fix customers problems in a timely manner, and following up on issues to ensure timely resolution.
  • Responsible for identifying trends both within the solution and with clients, reporting on the trend where appropriate, and providing supporting data.

10% Training and Quality Improvement

  • Maintain in-depth knowledge of HD supported products and services.
  • Work with the Information Technology team to identify available Help Desk training that will enhance and improve computing support delivered to customer.

10% Help Desk Documentation, Records and Procedures

  • Review and update Help Desk documentation as required.
  • Review and recommend modifications to procedures with Information Technology Leadership.
  • Review and update knowledge base tools within the In House ticketing system.

Experience and Skills Required

  • Performs all duties and responsibilities in a timely and effective manner in accordance with established company policies to achieve overall duties of the position.
  • Maintains favorable working relationships with all other company employees to foster and promote a cooperative and harmonious working climate, which will be conducive to maximum employee morale, productivity and efficiency/effectiveness.
  • Demonstrated ability to effectively communicate by phone or in person.
  • Triple Task: Talk, Type, Solve issues simultaneously
  • Ability to empathize with customers
  • Demonstrated writing ability.
  • Demonstrated ability to achieve successful outcomes in handling difficult situations and customers.
  • Identify non-support issues in calls (e.g. training issues)
  • Able to ask appropriate questions when no protocols exist for current situation.
  • Ability to accurately follow pre-determined escalation protocols as appropriate
  • Knowledge of information technology and Xpient POS solutions.
  • Demonstrated analytical and troubleshooting skills.
  • Demonstrated ability to work in the HD environment.
  • Shows initiative and acts independently to resolve problems.
  • Demonstrated ability to manage multiple priorities and follow through on projects to completion.
  • Technologies include: Xpient, PC Hardware, Networks, WiFi, TCP/IP, SQL, PC LAN, Telecommunications, WAN, Wiring, Data networks, Firewalls, Basics of labor, cash and food costs, Technical writing skills

Customer Service Skills:

  • Triple Task: Talk, Type, Solve issues simultaneously
  • Ability to empathize with customers
  • Ability to follow up consistently to ensure resolution.
  • Able to make a decision when no protocol exists regarding a client administrative issue.
  • Ability to handle an angry or frustrated client in a positive way
  • Ability to recall previous experiences in support call
  • Apply understanding of basic restaurant operations

Support/Admin Skills:

  • Ability to accurately follow pre-determined escalation protocols as appropriate
  • Ability to accurately follow pre-determined trouble-shooting guidelines
  • Able to ask appropriate questions when no protocols exist for current situation.
  • Ability to search available resources for available information
  • Identify non-support issues in calls (e.g. training issues)
  • Can differentiate between severity levels and client urgency

Similar Jobs you may be interested in ..