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Form of workJob Description:
Responsible for providing technical support for resolution or escalation of desktop/workgroup related problems or requests initiated by internal customers. Provide the initial point of contact for technical problems and perform troubleshooting tasks, problem diagnosis, resolution, or escalation. Requires a general knowledge of hardware and software components, local to the desktop and as they relate to the network. Help Desk support also includes the setup, installation, and configuration of desktop hardware and software. Works on problems of moderate scope and complexity. General guidance is given for routine work, and specific direction is supplied for new or special assignments. Provides technical assistance in the programming, documentation, implementation, operation and support of infrastructure systems, including LAN support, systems administration, hardware, software, and operating systems. Typical requirements are a 2-year Associate Degree or equivalent plus 1-3 years of experience in a related role.;
Additional Job Description:
***CLIENT SUPPORT HELP DESK TECHNICIAN*** *****MUST have basic understanding of SQL and have used it in some capacity in previous employment.***** GENERAL POSITION SUMMARY: The Client Support Technician (CST) receives calls and emails from customers concerning problems with various hardware and Aloha Software systems. Each call and email received will have a case opened, be documented in our call tracking system, and quality service offered on every action taken within established parameters. The CST is responsible for resolving all issues presented in a first call resolution strategy and escalating Severity 1 issues as necessary. We promote a team environment and have built a culture around open communication, knowledge transfer, continued education about our products as well as other types of technology.. ESSENTIAL FUNCTIONS: This position is responsible for providing world-class service to our customers in an accurate, efficient, and professional manner. This position responds to routine and complex customer inquiries via the telephone and e-mail. Primary focus is on providing assistance and advanced trouble-shooting regarding service delivery, installation, outages, component level problems, and other technical issues. The position requires in-depth knowledge of each service offering and specializes in one or several areas of Point of Sale (POS) or other Radiant products. Due to complexity of issues and possible sources of problems, the position requires frequent research, exhaustive troubleshooting, and customer follow-up to ensure proper resolution. Interactions with customers must be well documented in the Case Management System. This position is responsible for, efficiently working cases and resolving issues, escalating appropriate cases to fix customers problems in a timely manner, and following up on issues to ensure timely resolution. Role is responsible for identifying trends both within the solution and with clients, reporting on the trend where appropriate, and providing supporting data. Professional Qualities: Performs all duties and responsibilities in a timely and effective manner in accordance with established company policies to achieve overall duties of the position. Maintains favorable working relationships with all other company employees to foster and promote a cooperative and harmonious working climate, which will be conducive to maximum employee morale, productivity and efficiency/effectiveness. Customer Service Skills: Triple Task: Talk, Type, Solve issues simultaneously Ability to empathize with customers Ability to follow up consistently to ensure resolution . Able to make a decision when no protocol exists regarding a client administrative issue. Ability to handle an angry or frustrated client in a positive way Ability to recall previous experiences in support call Apply understanding of basic restaurant operations Support/Admin Skills: Ability to accurately follow pre-determined escalation protocols as appropriate Ability to accurately follow pre-determined trouble-shooting guidelines Able to ask appropriate questions when no protocols exist for current situation. Ability to search available resources for available information Identify non-support issues in calls (e.g. training issues) Can differentiate between severity levels and client urgency REQUIRED EDUCATION AND/OR EXPERIENCE: High School diploma or equivalent Minimum 1 year Technical Support experience Minimum 1 year of Help Desk operations experience. Demonstrated customer-focused, service-first attitude Possess strong time management skills Basic understanding of SQL database query Demonstrated written & verbal communication skills Dependable, punctual, and reliable are a must for this position Minimum 1 year of Microsoft Windows 98/2000/XP experience Intermediate to Advanced level skills with Microsoft Office applications ****PREFERRED EDUCATION AND/OR EXPERIENCE**** 2 to 4 year degree or equivalent Minimum 2 years utilizing and/or supporting a Point of Sale Software Package Networking topologies experience Experience with firewalls, routers and VPN technology a plus Familiarity with Aloha, PMS or other POS software ***SHIFT*** 12-9pm Monday-Friday, SUBJECT TO CHANGE.
