The Technical Service Representative will provide first and second level technical support to US based customers and internal staff. Successful candidates will demonstrate aptitude for working with Windows based hardware systems and POS software to undertake analysis, diagnosis, and resolution of problems. Issue resolution will range from simple routine issues to more complex technical issues. Experience with FuturePOS or other Point of Sale (POS) software is highly desirable. The position is home based and will require a quiet work environment, stable Internet, adequate personal computer capabilities, and the ability to work a flexible schedule.
Responsibilities:
Act as a primary point of contact for technical support via phone call, chat, service tickets and e-mail from customers and staff regarding software and hardware issues
Remote installation, troubleshooting, resolution, and documentation of intermediate level software, hardware, and network (including wireless) issues
Escalate and document unresolved issues to specialized support staff, field support, and advanced technical support
Outbound communication and issue resolution for proactively identified issues/alerts/tickets generated by Remote Maintenance and Monitoring (RMM) system
Ongoing service board management to resolve issues within SLA requirements that remain under service desk accountability
Manage client warranty statuses and RMA process
Ongoing learning, development, and support of internally developed products as required by the ServingIntel Product development process
Provide quotes to clients for hardware and merchant processing upgrades to address customer issues
Effectively receive, log and manage all contacts and issues in Customer Relationship Management (CRM) system
Take ownership of customer issues, follow up on the status of issues, and communicate progress/resolution in a timely manner within defined Service Level Agreements (SLAs)
Maintain a high degree of customer service for all support queries and adhere to all service management principles and procedures
Exhibit personal attributes that include being self-directed, high energy, and high accountability while maintaining a positive attitude, serving orientation, and ability to moderate conflict
Management of technical tasks that may be assigned by internal resources
Requirements:
Excellent written and oral communication skills in the English language
Excellent organizational skills
3+ years previous fast paced IT Service Desk experience
Issue management experience working within defined business expectations and standard SLAs
Familiarity with CRM software, preferably ConnectWise Manage
Familiarity with RMM software, preferably ConnectWise Automate
Familiarity with remote access programs
Basic knowledge of cloud database technology, preferably Microsoft SQL.
Strong knowledge of Microsoft based operating systems with emphasis on Windows 10 family
Ability to take initiative and make sound judgement calls to troubleshoot problems and achieve resolution
Proven ability to adapt and learn new software, policies, and procedures as the company evolves
Self-motivated and self-managed achiever who gains satisfaction from service to others
Computer running Windows 10, I5 processor or equivalent, 4GB RAM or greater,
Quiet work environment with stable and reliable internet service based on wired on DSL based connections (no LTE or broadband antenna)
Compensation and Benefits:
Competitive weekly salary
Work from home
Monthly individual/team performance-based bonus
Quarterly company performance-based bonus
Commission opportunities based on sales
100% HMO reimbursement for employee; 50% HMO reimbursement for dependents
Paid time off
Company provided headset and hotspot
Annual employee stock ownership grants
APPLY FOR THIS JOB:
Company: ServingIntel
Name: Sheri Phelps
Email: