Technical Support Specialist
365 Retail Markets software forms the backbone of more than 3,000 – and rapidly growing - retail outlets across the US and Canada. Our self-serve point-of-sale, mobile and touchscreen technologies are used by millions of consumers every year and account for millions of daily transactions generating over $250M in annual product sales.
365 Retail Markets is the largest and fastest growing company of its kind in the foodservice and vending sector, and has many new and exciting projects on the horizon. As a stable and profitable company we pride ourselves on offering an energetic start up -like work environment, just without the uncertainty.
This position is located within the Support Department of 365 Retail Markets, 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. 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
Provide technical system and user support by responding to calls and email requests for technical support in a timely manner
Diligently manage client cases within Salesforce CRM, and communicate any perceived delays to management immediately upon identification
Document, track, and monitor problems to ensure a timely resolution and appropriate follow-up with clients
Assess issues and escalate, if needed, to higher levels of client support
Resolve technical problems, detect patterns of issues, and communicate with Client Success Manager regarding persistent issues
Assist other department employees in troubleshooting difficult or time-sensitive problems
Configure client equipment both locally and remotely
Maintain your knowledge and expertise by learning new and evolving technologies and by achieving appropriate industry and professional certifications
Contribute to continuous improvement of the client experience by providing suggestions for the betterment of technical practices
Participate in our 24 hour Support Program which includes one weekly overnight shift on a rotating basis
Other duties as assigned by management within the Services Department and the Director of Operations
Minimum Requirements
2-4 years’ experience handling high-end clients with the ability to demonstrate proper service recovery steps
Solid understanding of Windows 7 environment including device drivers, event viewer, and error reporting
Experience working with advanced software issues that require root cause analysis
Experience maintaining small networks. Network+ a bonus, but not necessary
Exposure to SQL commands a bonus
Able to work independently and efficiently to meet deadlines
Able to promptly answer support related email, phone calls and other electronic communications
Self-motivated, detail-oriented and organized
Ability to learn new technologies quickly and deal with ambiguity
Proficient in Internet related applications such as email clients, FTP clients and web browsers
Proficient in the entire Microsoft Office suite (Word, Excel, Outlook, PowerPoint)
Excellent communication (oral and written), interpersonal, organizational, and presentation skills using appropriate vocabulary and grammar to obtain and convey information
Performance Standards
Annual Performance Appraisal
Attainment of annual goals established between supervisor and incumbent
Employment Details
Employment Type: Exempt
Hours: Full Time
Department: Technology
Career Level: Entry Level
Travel: None
Location: Troy, MI