Specialist, Product Support II

Signature Aviation•Englewood, CO

12d•$26 - $32•Onsite

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

Technical product support for proprietary hardware and software of point-of-sale terminal system.
Support via phone, email, and teleconference.
Testing and validation of proprietary hardware and software.
Assisting customers with and training customers to use online cloud-based terminal configuration and transaction monitoring software.
Troubleshooting complex technical issues.
Analyzing proprietary system logs.
Opening, tracking, and closing work orders.
Providing documentation for shipping/receiving of repair/replacement equipment.
Providing technical and troubleshooting process documentation.
Installation and service support of terminal setup and electrical wiring.
Basic understanding of credit card processing and customer setup/support.
Knowledge of cellular modem connectivity.
Knowledge of mechanical and electronic fuel dispensers.
After-hours on-call technical support on a rotating basis.

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.