Integrated Solutions Team Lead

KURV • Cleveland, OH

5d • Onsite

About The Position

EMS is currently seeking a POS/Software Systems Technician Team Lead at our headquarters in Cleveland, Ohio. The role of a Team Lead demands a person who has strong leadership, loves to work with clients by phone, a knack for technical troubleshooting, and a commitment to learning and expanding on professional, industry and technical knowledge. Some on-call hours will be required for this position. The Team Lead oversees a small team of POS Support Technicians and File Builders.

Requirements

• Professional IT certifications, or one year of experience in a remote technical helpdesk role.
• Experience with and the ability to install and troubleshoot operating systems such as: Windows, Android and iOS.
• Ability to self-manage and prioritize workload, meet required deadlines and manage multiple KEY accounts.
• Must be able to create, modify and complete Business Requirement Documents.
• Ability to adapt in a dynamic industry and work in a fast paced office.
• Ability to maintain productive relationships with third party providers and value added resellers
• Demonstrate effective problem solving skills

Nice To Haves

• Prior history and experience working in restaurant/bar hospitality industry.
• Associate’s Degree in a related field or two years of experience in a remote technical helpdesk environment or deploying POS/Software systems and software.
• Prior experience in Merchant Services, Electronic Payments Industry or with a leading POS/Software vendor.
• Applicable work experience with point of sale systems.
• Understanding and ability to demonstrate knowledge of relevant technologies such as IP Networks/Topologies, Network Security, Firewalls and Databases.
• Ability to communicate with internal staff and clients
• Ability to collaborate in a team environment
• Proven leadership skills

Responsibilities

• Respond to merchant inquiries via phone and e-mail.
• Provide merchant support and technical issue resolution on Point-of-Sale systems and applications.
• Perform maintenance and modification of various Point-of-Sale and software systems.
• Perform maintenance and modification of merchant gateway accounts using partner interfaces.
• Provide remote installation and training to new merchant accounts for various Integrated/POS Software solutions.
• Set-up, repair, deploy and reprogram Point-of-Sale equipment and/or software.
• Conduct and control remote training sessions utilizing TeamViewer, or other remote/web-conferencing applications.
• Pre-Sales support of Point-of-Sale, middleware, and other related products and services with internal clients, sales and vendor partners.
• Utilization of several different software and web-based systems
• Downloading, troubleshooting and training of stand-alone credit card terminals.
• Report, track and help analyze technical problems and issues associated with EMS products or services.
• Participate in ongoing product and services training and effectively cross-train team members.

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree