Technical Support

Key Responsibilities

• Diagnose and troubleshoot a broad array of network, and other technical issues that would require a basic understanding of hardware and software
• Complete primary intake and initial triage of incoming calls
• Provide excellent customer service through empathy, friendly demeanor, and following established quality assurance process
• Input quality data in ticketing system, Salesforce
• Research hardware and software problems defined by customers and provide diagnosis and resolution
• Perform basic walkthrough of configuration with the customer
• Understand escalation process and perform escalation process in a timely manner
• Actively participate in team meetings to provide feedback and ways to improve efficiencies
• Cookordination with hardware vendors on diagnosis and resolution of hardware problems
• Accurately document worked issues and detailed steps for resolution when necessary
• Keep abreast of software releases, new feature and functionality, and updated installation procedures

Qualifications

• Minimum HS diploma required
• AA degree in technology preferred or equivalent work experience
• Minimum one year of experience in a customer facing position and/or in the hospitality industry
• Minimum one year of experience troubleshooting and servicing basic hardware and software inquires
• A familiarity in helpdesk ticketing and helpdesk processes
• Either hands-on user experience and/or related experience in POS (Point-of-Sale), PMS (Property Management) software
• Familiarity with troubleshooting software environments utilizing SQL is a plus
• Familiarity troubleshooting Windows Server
• Experience using Salesforce is preferred