Specialist, Product Support II

Signature Aviation•Englewood, CO

12d

About The Position

Provide technical product support for proprietary hardware and software of our point-of-sale terminal system, the QTpod M4000, via phone, email, and teleconference support.

Requirements

1-3 years working in a technical support environment.
Excellent troubleshooting and problem-solving skills.
Experience troubleshooting computer hardware and software.
Experience troubleshooting electronics and electrical and mechanical components.
Ability to deal with dissatisfied customers in a calm and professional manner.
General mechanical aptitude and ability to read basic schematics and block diagrams.
Proficient in Microsoft Office, including Access, Excel, and Word.

Nice To Haves

Programming or software testing experience highly desirable.
CompTIA A+
Cisco Certified Network Professional (CCNP)
Master Certified Electronics Technician (CETma)
Certified Network Computer Technician (CNCT)
Cisco Certified Network Associate Security (CCNA)

Responsibilities

Provide technical product support to our customers and product distributors.
Provide testing and validation of proprietary hardware and software as needed.
Assist customers with and train customers to use our online cloud-based terminal configuration and transaction monitoring software, Siteminder.
Troubleshoot complex technical issues to achieve resolution in a timely and efficient manner; potentially, this may require contacting part manufacturers or consulting with colleagues on a best-fit solution.
Analyze proprietary system logs to pinpoint root causes of customer issues.
Open, track and close work orders, ensuring issues are accurately documented.
Provide necessary documentation for shipping/receiving of repair/replacement equipment.
Provide technical and troubleshooting process documentation to customers and on-site personnel, as necessary.
Installation and service support of terminal setup and electrical wiring.
Acquire and maintain a basic understanding of credit card processing and provide customer setup and support through various merchant service providers.
Acquire and implement knowledge surrounding cellular modem connectivity in support of installed customer base.
Acquire and apply knowledge of a variety of mechanical and electronic fuel dispensers in order to assist on site installers over the phone or via video conferencing.
Provide after-hours on-call technical support to customers and product distributors on a rotating basis.