Technical Support SpecialistPermanent
Michigan, Troy - 48007Job Simplification
The announced job offer is made public by the firm: 365 RETAIL MARKETS and it was included in jobs list the date of: 2022-10-22 in the website greenenergyjobsonline.com.
It is announced that they have a job offer at the category of Array and the jobs location is in the state of Michigan at the city Troy, in the country US - at this current ZipCode: 48007
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Job Overview
365 Retail Markets is the global leader of self-service technology and convenience solutions for the Foodservice industry. Through our combination of MicroMarket, vending, and dining technologies, we offer the best in class point-of-service platform for the workplace. For the last decade, 365 has been pioneering innovation and winning multiple awards for revolutionizing the market with superior technology, strategic partnerships and ultimate flexibility in customization and branding. At 365, we are committed to supporting our customers' and employees' success!
This position is located within the Support Department of 365 Retail Markets, and reports to the Support Supervisor. 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.
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 Zendesk, 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 via the defined escalation path (including services leadership) 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
Other duties as assigned by Supervisor
Requirements
1-2 years experience handling high-end clients with the ability to demonstrate proper service recovery steps or a commensurate combination of education, certifications, and experience
Comfortable working in a hybrid environment
Solid understanding of mobile environments including Android and iOS, including development and logging tools
Solid understanding of Windows 7 environment including device drivers, event viewer, and error reporting
Proficient with Ubuntu or other Linux distribution highly desired
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
Job Type: Full-time
Pay: $24.48 per hour
Benefits:
401(k)
401(k) matching
Dental insurance
Flexible spending account
Health insurance
Health savings account
Life insurance
Paid time off
Parental leave
Professional development assistance
Referral program
Vision insurance
Schedule:
8 hour shift
Supplemental pay types:
Bonus pay
Application Question(s):
Are you open to work 12-9PM?
Would you like a weekend shift in exchange for a weekday off?
Experience:
Customer service: 1 year (Preferred)
Computer networking: 1 year (Required)
Work Location: Hybrid remote in Troy, MI
This position is located within the Support Department of 365 Retail Markets, and reports to the Support Supervisor. 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.
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 Zendesk, 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 via the defined escalation path (including services leadership) 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
Other duties as assigned by Supervisor
Requirements
1-2 years experience handling high-end clients with the ability to demonstrate proper service recovery steps or a commensurate combination of education, certifications, and experience
Comfortable working in a hybrid environment
Solid understanding of mobile environments including Android and iOS, including development and logging tools
Solid understanding of Windows 7 environment including device drivers, event viewer, and error reporting
Proficient with Ubuntu or other Linux distribution highly desired
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
Job Type: Full-time
Pay: $24.48 per hour
Benefits:
401(k)
401(k) matching
Dental insurance
Flexible spending account
Health insurance
Health savings account
Life insurance
Paid time off
Parental leave
Professional development assistance
Referral program
Vision insurance
Schedule:
8 hour shift
Supplemental pay types:
Bonus pay
Application Question(s):
Are you open to work 12-9PM?
Would you like a weekend shift in exchange for a weekday off?
Experience:
Customer service: 1 year (Preferred)
Computer networking: 1 year (Required)
Work Location: Hybrid remote in Troy, MI
Employer Overview
365 RETAIL MARKETS
Michigan, Troy - 48007- Agency