Specialist, Product Support II

General Purpose

Provide technical product support for proprietary hardware and software of our point of-sale terminal system, the QTpod M4000, via phone, email, and teleconference support.

Essential Duties and Responsibilities

• Provide technical product support to our customers and product distributors.
• Provide testing and validation of proprietary hardware and software as needed.
• Assist customers with and train customers to use our online cloud-based terminal configuration and transaction monitoring software, Siteminder.
• Troubleshoot complex technical issues to achieve resolution in a timely and efficient manner; potentially, this may require contacting part manufacturers or consulting with colleagues on a best-fit solution.
• Analyze proprietary system logs to pinpoint root causes of customer issues.
• Open, track and close work orders, ensuring issues are accurately documented.
• Provide necessary documentation for shipping/receiving of repair/replacement equipment.
• Provide technical and troubleshooting process documentation to customers and on-site personnel, as necessary.
• Installation and service support of terminal setup and electrical wiring.
• Acquire and maintain a basic understanding of credit card processing and provide customer setup and support through various merchant service providers.
• Acquire and implement knowledge surrounding cellular modem connectivity in support of installed customer base.
• Acquire and apply knowledge of a variety of mechanical and electronic fuel dispensers in order to assist on site installers over the phone or via video conferencing.
• Provide after-hours on-call technical support to customers and product distributors on a rotating basis.

Minimum Experience and Education

• 1-3 years working in a technical support environment.
• Bachelor's degree preferred but not required.

Additional Knowledge and Skills

• Excellent troubleshooting and problem-solving skills.
• Experience troubleshooting computer hardware and software.
• Experience troubleshooting electronics and electrical and mechanical components.
• Ability to deal with dissatisfied customers in a calm and professional manner.
• General mechanical aptitude and ability to read basic schematics and block diagrams.
• Programming or software testing experience highly desirable.
• Proficient in Microsoft Office, including Access, Excel, and Word.

Preferred Certifications

• CompTIA A+
• Cisco Certified Network Professional (CCNP)
• Master Certified Electronics Technician (CETma)
• Certified Network Computer Technician (CNCT)
• Cisco Certified Network Associate Security (CCNA)

Pay

The pay range for this position is $25.74-$32.18 / hour.

Benefits

• Medical/prescription drug, dental, and vision Insurance
• Health Savings Account
• Flexible Spending Accounts
• Life Insurance
• Disability Insurance
• 401(k)
• Critical Illness, Hospital Indemnity and Accident Insurance
• Identity Theft and Legal Services
• Paid time off
• Paid Maternity Leave
• Tuition reimbursement
• Training and Development
• Employee Assistance Program (EAP) & Perks

This response is AI-generated, for reference only.