Customer Service It Specialist

Customer Service IT Specialist

$2,000 Sign-On/Retention Bonus

$42,000 - $66,000 Starting Salary Range

Health Insurance Benefits

JOB DESCRIPTION SUMMARY
The Customer Service IT Specialist’s role is to provide a single point of contact for end-user merchants who are clients of Pocket to receive technical support and maintenance for the organization’s technology environment. This includes installing, diagnosing, repairing, maintaining and upgrading all hardware and software. The person will also troubleshoot problem areas (in person, by remote login, telephone or via email/texts) in a timely and accurate fashion and provide end-user merchants assistance and training where required. Ability to resolve user and system problems, often on an emergency basis, with minimal supervision or direction from management.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Support business applications (e.g., point-of-sale, phone apps, online ordering, bookings, waivers, etc.).
• Set up, configure, test, maintain and troubleshoot hardware equipment.
• Receive and respond to incoming calls, texts and/or e-mails regarding software and hardware problems.
• Perform on-site analysis, diagnosis, and resolution of technology problems for a variety of merchant end users, and recommend and implement corrective solutions, including off-site (at merchant end user locations) repair as needed.
• Document instances of equipment failure, repair, installation, and removal.
• Build and maintain a spare parts inventory for all critical hardware.
• Assist in developing and maintaining an inventory of all hardware equipment; periodically audit inventories to mitigate risk of damage or theft.
• Answer to and perform installs, moves, adds and changes requests.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring merchant/client operations.
• When necessary, liaise with third-party support and hardware/software vendors.
• Document instances of hardware failure, repair, installation, and removal.
• Responsible for quick resolution of all technology related issues. To be ON CALL as scheduled for after hour and weekend emergencies and be accessible at all times via cell phone and home phone for any emergency situations that may occur that could render the business inoperative.
• All other duties as assigned.

EDUCATION AND/OR EXPERIENCE

High school diploma or GED required. Bachelor of Science in Computer Science from a four-year college or university are desired. Three to five years related work experience desired with one to three years related work experience in restaurant, hospitality, casino, entertainment industry or other high volume, complex, demanding customer-oriented IT environment desired.

SPECIAL QUALIFICATIONS

One or more technical certifications preferred. Ability to operate tools, components, and peripheral accessories and set up networks and POS equipment.

SIGN-ON/RETENTION BONUS

Bonus paid in three installments: $250 after 90 days, $500 after 6 months, $1250 after 1 year.

Job Type: Full-time

Pay: $42,000.00 - $66,000.00 per year

Experience:

• Customer service: 1 year (Preferred)

Language:

• English (Required)

License/Certification:

• Driver's License (Required)

Ability to Commute:

• Plainview, NY 11803 (Required)

Work Location: Hybrid remote in Plainview, NY 11803