Technical Account Representative I

Dumac Business Systems • East Syracuse, NY

313d • $19 - $22

About The Position

The Technical Account Representative performs both office and field work, providing support to configure Point of Sale (POS) databases. This role requires knowledge of POS supported software, applications, processes, installation, and training. Additionally, the representative will troubleshoot escalation calls for both internal employees and DUMAC customers, aiding in the conversion of a store's POS system, Back Office, and network schema.

Requirements

• Bachelor's degree or equivalent experience in the POS industry
• Experience in POS industry
• Internal expert with all aspects of supported solutions for vertical
• Proficient in Microsoft Office programs, including Outlook, Word, Excel, and PowerPoint
• Expert problem solver and analyst at both the technical and application levels
• Creative problem-solving skills, a critical thinker, and a dedication to customer satisfaction
• Excellent written and verbal communication skills as well as interpersonal skills
• Possess the accountability and personal responsibility to own and drive results
• Ability to work independently and as part of a team environment

Nice To Haves

• Experienced with DUMAC supported software, applications, processes, and solutions such as POS, Back Office, and third-party software (i.e. label printing, loyalty, eWIC, and e-Commerce) and best practices
• Knowledge of implementing and installing store networks and network security, administering and configuring firewall settings, network switches and routers, WiFi/VLAN experience, and endpoint protection
• Proven ability to manage and mentor technical and customer support personnel
• Successfully manage multiple issues at the same time
• Proven customer service experience
• Possess excellent problem-solving and analytical skills
• Ability to effectively manage multiple projects with strong organizational skills, attention to detail and logical problem-solving skills

Responsibilities

• Administer and configure firewall settings
• Install operating systems, software, patches, upgrades, and hardware (i.e. servers, PC's, switches and routers)
• Analyze, troubleshoot, and resolve system hardware, software, and networking issues
• Configure, optimize, fine-tune, and monitor operating systems, software, and hardware
• Assist with the setup of store servers, applications, and processes needed to bring a store live
• Provide support by troubleshooting escalation calls for both internal team members and customers
• Log and document all supported requests in service tickets (phone calls or in-store) and ensure all service tickets are meeting the corresponding SLA's
• Serve as an escalation point and coach for all team members on hardware and software problem analysis and resolution
• Set up and perform system backups and recovery
• Implement and monitor POS system and data security (virus protection, malware, PCI)
• Communicate with Account Managers and customers on technology needs and industry changes
• Provide phone support as necessary during regular business hours and after-hour support
• Follow up and support existing customers
• Review proposals for equipment and software and recommend potential opportunities to the Account Manager
• Work with lab and research and development to validate/sign off on new programs and software upgrades

Benefits

• 401(k) savings plan match
• Health coverage (medical, dental, vision)
• HSA + employer contribution
• Employer-paid life insurance
• Short & long term disability
• Legal/ID theft plans
• Generous PTO and holiday schedule
• Pet insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Web Search Portals, Libraries, Archives, and Other Information Services
• Education Level: Bachelor's degree