Technical Support Professional

4 weeks ago


London, Canada RedIron Technologies Inc. Full time

Company Description

We are a retail systems integrator and software provider that helps you design, implement, integrate and maintain any major retail software platform - legacy or cutting edge.

Clients engage us when They want to dramatically improve their client experience without having the endure the cost and risk of replacing a core retail IT system. They need to achieve business outcomes leveraging ancient legacy systems AND cutting-edge technologies.

Our depth, experience and FOCUS on the retail industry make us unique and different in this space. We have completed over 1,000 technology projects in North American retail and bring that experience and expertise to each new one.

**Job Description**:
Provide responsive and high-quality technical support to users of various POS Systems including answering questions, analyzing problems, and quickly forming solutions to return systems to proper operation.

**TYPICAL ACTIVITIES**:

- Provide high quality Level 1 hardware and software technical support for a variety of platforms for multiple retail customers.
- Log detailed & comprehensive ticket notes.
- Provide superior interpersonal skills and a pleasant phone manner.
- Provide superior problem-solving skills.
- Ensure the team leader is aware of all open priority issues.
- Providing solutions to customer issues through problem duplication and investigation.
- Ensuring adherence to established escalation procedures in all situations.
- Provide necessary assistance in setup and testing of new customer Support lab environments.
- Develop and maintain technical documentation on all customer environments.
- Develop and maintain knowledge of retail industry concepts.
- Dispatch Field Service Technicians to provide on-site support as needed.
- Resolve and track progress on all issues and service calls.
- ** SUCCESS MEASURES**:
Time to resolve or escalate customer issues.
- Time to answer inbound calls.
- Customer satisfaction
- Completeness of information provided when escalating an issue.
- Adherence to shift schedule and overall attendance.
- Performance measured against internally defined ACD Statistics

**Qualifications**:

- At least 2 years remote technical helpdesk experience preferred (1 year a must)
- Retail experience working with POS equipment is an asset.
- Post Secondary computer studies or equivalent work experience is an asset.
- A strong command of the English Language and interpersonal skills is must.
- Strong working knowledge of Windows.
- Superior problem solving & diagnostic abilities is must.
- Flexible to work rotating shifts in a 24/7 work environment is required.
- Ability and initiative to learn about new technologies, hardware, and software products.
- Knowledge of Databases, Analytic Applications, web servers and POS
- Ability to diagnose and troubleshoot basic technical issues.
- Knowledge of Ticketing system to log tickets, open, update, close as required.
- Excellent problem-solving and communication skills.
- Ability to provide step-by-step technical help, both written and verbal.
- Knowledge of Microsoft Suite
- Knowledge of Active Directory
- Knowledge of Apple OS** AT LEAST ONE OF THE FOLLOWING**:

- PC/Laptop OEM Maintenance Certification
- CompTIA A+ Certification
- Cisco Certification
- Microsoft Certified IT Professional (MCITP) certification in the desktop area

Additional Information

Shift work but currently 100% remote

Health benefits possible after 90 day probation period


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