Support Specialist

365 Retail Markets•Ankeny, IA

About The Position

365 Retail Markets is the global leader of self-service technology and convenience solutions for the food service industry. Through our combination of MicroMarket, vending, and dining technologies, we offer the best in class point-of-service platform for the workplace. For the last decade, 365 has been pioneering innovation and winning multiple awards for revolutionizing the market with superior technology, strategic partnerships and ultimate flexibility in customization and branding. At 365, we are committed to supporting our customers and employee’s success! The Support Specialist will showcase exceptional customer service delivering support for a variety of questions and issues related to the FullCount product to ensure successful, sustainable, and long-term partnerships with clients. They will become an expert on the software, hardware, and networking solutions used as part of the solution. They will be the first line of communication to the clients with respect to support tasks and will leverage resources as necessary to ensure quality and satisfaction. When not directly working on support tasks, the Support Specialist will assist with project work including data manipulation, project implementations management, and other customer service initiatives. They will also participate in other tasks as necessary including analysis, program testing, and support documentation within an operations team.

Requirements

Post-Secondary Degree or related experience.
Passion for customer service and support.
Strong analytical and problem-solving skills with the ability to make independent judgments that may significantly impact the company.
Independent and self-motivated with the ability to learn quickly.
Candidate must have ability and capacity to learn technical information. IT related experience a plus.
Excellent written and verbal communication skills with the ability to convey concepts in a positive, clear, and concise manor.
Understanding of software architecture, hardware, networking, and databases.
Proficiency in spreadsheet and database tools to manipulate data.
Understanding of business processes and terminology.
Proven time-management and organization skills with ability to manage multiple tasks with a high level of detail

Responsibilities

Successfully execute support tasks to achieve client satisfaction.
Demonstrate commitment to provide excellent customer service and support.
Demonstrate ability to work independently as well as work effectively in a team environment.
Coordination of team and other resources needed to ensure successful support.
Deliver high quality training to end users on the product.
Understand client processes to provide best practice guidance regarding the product.
Provide direction to clients on networking requirements to ensure optimal performance.
Identifying and procuring hardware as needed for replacement or expansion for existing clients.
Maintain basic knowledge of products and services to effectively communicate how company can add value to new and existing customers and clients.
Identify and report needed enhancements, provide QA and testing within the operations team.
Provide data manipulation service to clients utilizing spreadsheet and database tools to import data from various formats into software specifications.
Develop and maintain product documentation as needed.
Assume additional duties as defined by supervisor.