Support Specialist I

Pomeroy • Greenville, SC

5d

About The Position

The Support Specialist I promotes and maintains a high-quality, professional, service-oriented Pomeroy Way image while working directly with product end-users, quality assurance testers, developers, and project managers to troubleshoot customer issues.

As a point of contact for escalated end-user POS software support, the Support Specialist analyzes and pinpoints issues and defects and applies conceptual knowledge of POS software support and testing. The role is expected to handle 95% of support issues, own issues through resolution, and maintain communication among Support, QA, Development, and Customer teams. The position suits someone who thrives in a team environment, collaborates effectively, and mentors team members when possible.

Requirements

• Bachelor of Arts or Bachelor of Science degree in computer science, business, or a related study, or a technology-related technical degree or certification.
• At least 5 years of software support experience.
• At least 5 years of progressive Retail or IT industry experience; retail preferred.
• Proficient skills and experience with Microsoft Office applications.
• Advanced-level skills or knowledge of 4690 OS, Windows, DOS, Linux, software support center, QA operations, and IT/networking.
• Strong listening, verbal, and written communication skills, and the ability to organize and effectively use information provided by clients, team members, or management.
• Strong problem-solving skills and the ability to diagnose and articulate client problems and resolutions.
• Drive and desire to work with and support other members of a development support team.
• Excellent leadership and facilitation skills.

Responsibilities

• Troubleshoot customer issues with product end-users, quality assurance testers, developers, and project managers.
• Serve as a point of contact for escalated end-user POS software support.
• Analyze and pinpoint issues and defects.
• Handle 95% of support issues and take ownership of issues through resolution.
• Maintain communication between Support, QA, Development, and Customer teams.
• Collaborate with team members and mentor them when possible.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level