Technical Advisor II

NAB NorthAB•Troy, MI

3d•Remote

About The Position

Provide advanced technical support and troubleshooting for multiple point-of-sale (POS) solutions within an allotted amount of time such as; terminals, software applications, gateways, and semi-integrated solutions. Diligently manage customer cases within the Customer Relationship Management (CRM) tool, and communicate any perceived delays to management immediately upon identification. Interact with multiple departments and provide strategic insight to solve enterprise-wide issues that impact our customer base. Identify technical issues through feedback while engaging with customers and sales partners who request to escalate service challenges. Serve as an escalation point for internal customers and work on time sensitive matters with advanced technical issues and provide detailed information on solutioning. Partner with the Sales and Product teams to prepare the contact center for new product releases including Product User Acceptance Testing (UAT) and features needed for development.

Requirements

Bachelor’s degree or equivalent experience.
Minimum TWO years of experience in a technical support, internal help desk, or desktop support role.
Minimum TWO years of call center experience.
Strong technical aptitude and ability to explain processes to others.
Ability to adapt quickly to change and manage stress effectively.
Excellent problem solving skills with the ability to quickly learn new software and operating systems.
Ability to complete tasks with minimal guidance.
Ability to accept and implement coaching and feedback in order to achieve individual and team performance goals.

Responsibilities

Provide advanced technical support and troubleshooting for multiple point-of-sale (POS) solutions within an allotted amount of time such as; terminals, software applications, gateways, and semi-integrated solutions.
Diligently manage customer cases within the Customer Relationship Management (CRM) tool, and communicate any perceived delays to management immediately upon identification.
Interact with multiple departments and provide strategic insight to solve enterprise-wide issues that impact our customer base.
Identify technical issues through feedback while engaging with customers and sales partners who request to escalate service challenges.
Serve as an escalation point for internal customers and work on time sensitive matters with advanced technical issues and provide detailed information on solutioning.
Partner with the Sales and Product teams to prepare the contact center for new product releases including Product User Acceptance Testing (UAT) and features needed for development.