Support Specialist I

Pomeroy Technologies • Greenville, SC

4d

About The Position

The Support Specialist I promotes and maintains a high-quality, professional, service-oriented Pomeroy Way image while working 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 specialist analyzes and pinpoints issues and defects and applies conceptual knowledge of POS software support and testing. The role is responsible for handling 95% of support issues, owning issues through resolution, and maintaining communication among Support, QA, Development, and Customer teams. The position calls for someone who thrives in a team environment, works well with others, and seeks opportunities to mentor team members.

Requirements

• BA/BS degree in computer science, business, or a related field, 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 is preferred.
• Proficient skills and experience with Microsoft Office applications.
• Advanced-level skills or knowledge of 4690 OS, Windows, DOS, and Linux.
• Strong communication skills, including listening, verbal, and written communication.
• 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 members of a development support team.
• Strong leadership and facilitation skills.

Nice To Haves

• Retail industry experience is preferred.
• Software support center, QA operations, and IT/networking experience.

Responsibilities

• Provide support for escalated end-user POS software issues.
• Troubleshoot customer issues in collaboration with end-users, QA testers, developers, and project managers.
• Analyze and pinpoint software issues and defects.
• Handle 95% of support issues and maintain ownership through resolution.
• Maintain communication among Support, QA, Development, and Customer teams.
• Mentor team members when possible.

What This Job Offers

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