Support Technician (FSD260107)

Ideal Software Systems•Meridian, MS

20h

About The Position

Ideal Software Systems is looking for a highly motivated individual to join our dynamic, growing team of Support Technicians. This candidate will play an integral role in the installation and support of hardware and software systems for the company’s Financial Services Division. As such we are looking for someone with high attention to detail, the ability to build positive relationships, and a strong passion to provide high-quality support to our many customers. This position is for a Tier 1 support technician. However, almost all of our current Tier 2 and 3 technicians started in Tier 1 so we always have room for advancement. Although we have a fast-paced work environment, it's never boring and we like to sprinkle in a bit of fun and levity to keep spirits high and minimize burnout. NOTE: Please be sure to submit a professional cover letter for this position as a statement of your ability to create professional correspondence with a customer. A synopsis of why you feel you are a perfect fit for this position is what we are looking for in your cover letter. What you'll be doing: The successful candidate will be trained to support Ideal's fast-growing point-of-sale system called VersiRent. The program allows users to receive inventory, write contracts/agreements, and take payments on that inventory for Rent To Own agreements as well as retail sales and other features. Our customers are typically friendly and easy to work with, making the support technician's job generally a pleasant experience. Having strong math skills is beneficial to this position since many of the issues you'll help customers with are dealing with monetary transactions. Additionally, you'll have the opportunity to learn SQL queries to query the database which uses Microsoft SQL Server as the database engine.

Requirements

Basic knowledge of database structure, remote access (VPN), and networking, with the desire to increase this knowledge
Strong skills in Microsoft Office. (Excel, Word, Access, etc...)
Strong skills in Google Applications (Google Docs, Gmail, Calendar, etc...)
Knowledge and use of Microsoft Windows 7-11 OS, Microsoft Windows Server OS
Experience in a fast-moving environment
Strong communication skills
Strong time management, organization, and decision-making skills
Ability to systematically identify and solve sometimes obscure problems within a store-based commerce product in a client/server environment
Multi-Task multiple projects and make sure each project’s deadline is met
Documentation skills
AA degree or higher OR Minimum 2 years of technical and customer service experience (call center customer service experience, technical help desk, or desk-side support experience preferred)

Nice To Haves

SQL experience is preferred but not required
Previous break-fix, IT, or network experience preferred but not required
A+ Certification preferred but not required
Knowledge of the Rent-to-Own Industry or Check Cashing industry
Bi-lingual in Spanish is a plus

Responsibilities

Field incoming calls, emails, and live chats from clients to answer questions, resolve issues, troubleshoot problems, and research root causes for highly complex issues
Follow the issue from start to finish, including escalation to development when necessary
Perform root-cause analysis on issues and make recommendations for corrective actions
Track projects and tickets in an issue-tracking system
Install new systems and perform upgrades, both remotely over the phone and on-site
System preparation and testing
Software testing of new features and changes prior to release
Provide complete and timely feedback for all work, including but not limited to call logs, checklists, client correspondence, and escalation of any issue
Other responsibilities as assigned