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
Overview
- 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.
Responsibilities
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