Support Technician

Required Skills:

POS (Point of Sale) (3)

Network and Systems Administration (3)

Technical Support (3)

Job Description

SUMMARY

The Support Technician is responsible for handling support requests over the phone from our
customers, both internal and external. Other responsibilities include walking customers through
troubleshooting steps in order to resolve their problem, assisting customers with achieving their
software goals, whether user error or system issue, communicating with managers and other team
members to disseminate information on fixes for common issues to expand knowledgebase.

RESPONSIBILITIES

A Support Technician will:

• Provide Excellent Customer service to both external and internal customers.
• Maintain ability to work a flexible schedule, including weekends and Holidays
• Interact with store employees and managers over the phone to resolve any reported issues.
• Provide support to service technicians and work cooperatively to resolve problems.
• Continually expand the type of issues you are able to resolve unassisted.
• Respond to calls in a timely manner in accordance with SLA’s.
• Provide service, support, installation, and training to our customers.
• Additional duties and responsibilities as needed.

Qualifications:
A Support Technician should have:

EDUCATION
Bachelor’s Degree (preferred, but not required)

EXPERIENCE

• A minimum of one year of experience in customer service (Required)
• At least one year customer support in a call center environment (Required)
• Familiarity with Networking (Preferred)
• Familiarity with POS systems (Preferred)

LICENSES; CERTIFICATIONS

• A+, Network+, Security+ Certification(s) (Preferred, but not required)

SKILLS & KNOWLEDGE

• Basic computer skills (Required)
• Dress professionally and appropriately (Required)
• Excellent oral and written communication (Required)
• Ability to think, learn, and solve problems quickly (Required)
• Understand wireless devices and Sonic Wall devices (Preferred)
• Capable of Multi-tasking (required)
• Detail oriented (required)
• Organizational skills (required)
• Able to work independently with limited supervision and as part of a team (required)

Job Type: Full-time

Benefits:

• Health insurance
• Life insurance
• Work from home

Schedule:

• 8 hour shift
• Afternoon shift
• Day shift
• Evening shift
• Monday to Friday

Supplemental Pay:

• 13th month salary
• Performance bonus

Experience:

• Support Technician: 3 years (Required)
• POS: 3 years (Required)
• Network and Systems Administration: 3 years (Required)
• Technical Support: 3 years (Required)

Work Location: In person