Technical Support Level 2

About Flyght: Flyght provides unified technology to restaurants, retailers, hotels and self-storage facilities across the United States and Canada. We aim to help these businesses flourish and remove worry from the technical parts of their work. We have customers in over 26 states and have been in business for 14 years.
Job Summary: The Technical Support Team is responsible for promptly resolving customer’s technical issues and requests. The Technical Support Team will ensure Service Level Agreements are fulfilled by through proactive actions as well as resolving issues as needed from customer communications. Individuals who find a place on the Technical Support team must have a team-first mentality, while possessing strong time-management and organizational skills to perform tasks in an attentive manner. We are looking for an even-keeled, technology rockstar to help our customers succeed in both a proactive and reactive fashion.

About a Successful Candidate: You have an uncanny knack for taking people from a feeling of their worst day, to a pretty great one, just by being yourself. You’re calm, make thoughtful decisions, and know exactly how to make someone on the other end of a phone, video call, or in front of you feel loved, understood, and confident that you can help their world. You make people laugh, but also can teach people and make them feel seen and heard. Your ethics and drive are something that your friends and family admire about you. You love nerdy things, and you love figuring out creative ways to solve complex issues. You’re quick to learn, and you have an uncanny ability to self-teach yourself new things with just a bit of upfront direction. You find that you love other humans, and your desire to find happiness in making life simpler is immensely fulfilling. Most importantly, you wake up each day promising to be your best self.

Last Updated: 5/1/2022
Classification: Exempt
Reports to: Director of Success
Direct reports: None.

Success Defined: We promise to all our customers that together, we’ll enjoy each other’s company just as much as two close friends. When things are difficult, this person shines through to not only solve problems and provide proactive solutions, but to create a stronger bond with the businesses we serve. You will close support cases within the Service Level Agreements in place with our customers, and customers will consistently rank you with high marks for effectiveness and communication.

Primary Measurables: Service Level Agreement promises are kept; partner survey responses.

Responsibilities: This person is responsible for promptly resolving customer’s technical issues and requests, while always taking a high-level approach to problem solving – crafting unique solutions or up-selling new Flyght products to create more customer value and help our clients flourish.

Specific responsibilities include the following:

• Assist customers with issues involving Point of Sale System, phone systems, networks or other products serviced under their Service Level Agreement.
• Assist customers with technical topics regarding Microsoft 365 or similar products.
• Assist customers with Server management and Networking issues that may arise.
• Diagnose issues and help resolve in quickest manner possible as first point of contact for customer requests.
• Create tickets in the CRM system for appropriate tracking of issues and appropriate resolution.
• Document facts to ensure customer issues are identified and resolved within acceptable timeframe.
• Verify resolution with customer to ensure their satisfaction and close out tickets when appropriate.
• Escalate tickets to appropriate level when issue is either higher level or urgent in matter.

Professional Experience/Qualifications

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
• Must have a valid driver’s license and automobile insurance.
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level
• Proven ability to articulate workflow in methods customers can easily understand
• Demonstrable experience in developing client-focused, differentiated and achievable solutions
• Excellent listening, negotiation and presentation skills
• Excellent verbal and written communications skills
• Excellence in organization and detail

Education and/or experience:

• Bachelors Degree preferred, Associate Degree with industry relevant experience considered.
• A+/MCSE Certification Preferred
• Network+/Security+/CCNA Certifications preferred

Language Skills and Communication Skills:
Ability to read, write, follow directions and possess exceptional listening skills. Ability to effectively present information and respond to questions from all levels within an organization. Strong interpersonal skills and a sensitivity to understand communication styles, customer needs and business issues.

Reasoning Ability:
Ability to solve practical problems and deal with a selection of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.

Work Environment:
This job operates in-office but options to sometimes work remotely are available. This position will require light regional travel as well as occasional onsite visits. There may be times where out-of-the-area, and overnight travel may be expected. This role routinely uses standard office equipment such as computers, phones and photocopiers.

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

Compensation: $50,000

Benefits: Full health, 401k, parental leave, unlimited vacation, flexible schedule, and work from home.

Position Type and Expected Hours of Work: This is a full-time position, and hours of work and days are Monday through Friday, 9 a.m. to 5 p.m. Occasional on-call and after-hours work may be required.

Job Type: Full-time

Pay: $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Employee assistance program
• Flexible schedule
• Health insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental Pay:

• Bonus pay
• Commission pay

Experience:

• Help desk: 5 year (Preferred)
• Windows: 5 year (Preferred)