Junior Developer

365 Retail Markets is an expanding self-checkout technology company based in Troy, Michigan, offering the best in class platform for vending, foodservice, and hospitality. Its proprietary 365 MicroMarket is a turnkey, unmanned market that allows customers to increase sales, improve the customer experience, and increase profits, while decreasing operating costs. 365 Retail Markets has been pioneering innovation in the vending industry since 2008 and continues to revolutionize the market with superior technology and ultimate flexibility in customization and branding

The Technical Support Engineer position is located within the Support Department and reports to the Services Manager. 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. 

In this role, you will provide highly technical support to both external customers and internal employees. Your primary goals will focus on solving problems that are escalated beyond normal support parameters, with the ultimate goal of ensuring as few cases as possible require involvement beyond the Support Department. 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. 

Essential Functions & Responsibilities

-         Urgently and proactively identify, analyze, and triage escalated technical issues

-         Assist in the creation of development tools used to solve software cases and increase efficiency of current processes and procedures

-         Analyze software code to identify reported bugs and high level technical issues

-         Serve as the main conduit between customers and the Support Department while resolving escalated issues

-         Utilize advanced utilities to minimize cases escalated beyond support

-         Where necessary, teach and train Technical Support Specialists on proper procedure to further diagnose issues

-         Participate and engage in calls with the customer, as needed, and prioritize issues

-         Collaborate with stakeholders, as needed, to provide appropriate answer, response, or solution by interpreting relevant information in light of the circumstance; using customer service and call control techniques

-         Resolve issues, both verbally and in writing (communication channels include telephone, written inquiries, e-mail or other technological interfaces)

-         Modify documentation, or create a new reference, that can be provided to both internal and external customer’s that pinpoint a solution

-         Diligently manage client cases within Salesforce CRM, and communicate any perceived delays to management immediately upon identification

-         Configuration of client equipment both locally and remotely

-         Obtain mastery of the underlying operating systems 365 employs

-         Identify and correct or advise, on operational issues observed during case resolutions

-           Other duties as assigned by the Services Manager, Client Success Supervisor, and Director of Operations

Minimum Requirements

-         Bachelor’s Degree in Computer Science or equivalent years of experience

-         Experience with MSSQL, ASP.NET, and C#

-         Exceptional troubleshooting skills to analyze problems at all levels
Must be detail-oriented and deliberate

-         Experience with POS or experience in the vending technology industry is preferred effectively using Salesforce as a client service tool

-         Excellent communication skills and ability to speak to a wide range of audiences with a variety of technical understanding

-         A passion for technology and a curiosity to learn & explore new things

-         Strong technical writing and communication skills

-         Desire to mentor and coach others in the department

-         High level of proficiency with office computers and Microsoft Office software

-         Able to perform occasional medium to heavy lifting of 75 -125 lbs.

-         Ability to work “on-call” when the need is present

 

Performance Standards

-         Annual Performance Appraisal

-         Attainment of annual goals established between supervisor and incumbent

 

Employment Details

Employment Type: Exempt

Hours: Full Time

Department: Operations

Travel: None

Location: Troy, MI (HQ)

 

 

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