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Technical Support Representative 2
3 weeks ago
Summary
Answer inbound customer phone calls and serve as customer contact on a variety of technical and service related problems of moderate scope and complexity with station Point of Sale (POS) systems. Provide technical support of moderate scope and complexity to service technicians on Programmable Logic Controllers (PLCs). Diagnose, troubleshoot and repair problems while ensuring the highest customer satisfaction and optimal performance.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Serve as customer contact of POS systems on technical and service related problems of moderate complexity.
Provide technical support to service technicians on PLCs by diagnosing, troubleshooting, and repairing problems of moderate complexity ensuring promptness and optimal performance.
Provide support and maintenance of integrated security systems including running updates, backups and disaster recovery processes.
Troubleshoot and resolve any errors and/or failures of security systems ensuring cost effectiveness and mínimal downtime.
Interact with customers and respond to technical questions regarding POS equipment problems or requests for information.
Diagnose mechanical, hardware, software and system failures of moderate complexity for POS and PLC systems using established procedures.
**Job Description**:
Page 2
Troubleshoot and determine the most cost effective repair and resolution to minimize customer and/or equipment downtime.
Maintain highest level of customer satisfaction by promptly resolving tangible problems and concerns of moderate complexity.
Escalate problems and issues to a higher level of support including service that exceeds response time, repair time, lack of parts, or any other issue that could impact customer satisfaction.
Respond to, follow up, and close all assigned problems.
Provide technical training to less experienced colleagues.
Provide after hours and/or weekend or holiday support (unscheduled support) as business needs arise.
Install POS remotely and/or on-site.
Document problems and status reports.
Travel is expected up to 20% of the time and required in performance of job duties and responsibilities.
Other duties as assigned.
Supervisory Responsibilities
This job has no supervisory responsibilities.
**Qualifications**:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
High School Diploma or equivalent, 3-5 years of related experience and/or training; or equivalent combination of education and experience.
Language Skills
Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
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Mathematical Skills
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Reasoning Ability
Computer Skills
Certificates, Licenses, Registrations
A+ certification preferred.
Competencies
To perform the job successfully, an individual should demonstrate the following behaviors:
**Quality**: Consistently produces high quality work (accurate, neat, and thorough). Strives to improve productivity, processes and quality. Demonstrates strong knowledge and skills related to the job. Presents a professional image with dress, demeanor, and manners. Maintains clean work space, company equipment and company vehicles. Safety is a high priority; performs job safely.
**Communication**: Communicates clearly, concisely, effectively, professionally and timely.
Exhibits good listening and comprehension skills. Keeps others appropriately informed and shares ideas even when unpopular. Listens to what others have to say. Maintains open and active communication with colleagues. Effectively uses knowledge and experience in asking, probing, and anticipating issues to ensure quality is provided.
**Teamwork**: Fosters the spirit of working with each other. Displays respect, courtesy, politeness, tact, and openness. Handles conflict in an appropriate and professional manner. Builds relationships, promotes cohesiveness, models collaboration with others. Considers impact and issues for our customer and other departments. Engages other impacted departments early for solutions.
**Persistence**: Develops workable alternatives and solutions. Exhibits persistence in following assignments through to completion. Promotes process improvements.
**Reliable**: Responds in a timely manner. Is honest, ethical, value-dr
