Technical Support Agent

Lucas Systems • Easley, SC

10d

About The Position

We're looking for team members who place a high value on customer service, relationship building, and have a sense of urgency in all things they do - especially with helping customers. A Technical Support Agent will be required to assist end users of Point-of-Sale solutions in hospitality establishments by providing exceptional technical support which requires technical skills, excellent communication, knowledge of restaurant operations, troubleshooting methodology, and superior customer service skills. The Technical Support Agent will report directly to the Support Operations Manager and work closely with other Level 1 and Level 2 TSA's. Success will be dependent on the individual's ability to learn technology that is used in the establishment, understand core restaurant operations relevant to Point of Sale functions, and effective communication with end users.

Requirements

• 2-year degree or equivalent experience in technical support andor restaurant management experience including responsibilities for sales, labor, and inventory management.
• Strong verbal and written communication skills
• Ability to work 1st, 2nd, and/or 3rd shifts
• Ability to work Weekend Call Rotations
• Willingness to learn and adapt to changing customer needs and businesstechnology requirements
• Ability to multitask, work under pressure, and meet deadlines
• Working knowledge of Microsoft desktop operating systems (Windows 7, 10, 11) and Microsoft Office products.
• Basic knowledge of computer networking fundamentals
• Strong problem solving skills
• Working knowledge of sales, inventory, and labor management in a restaurant environment.

Responsibilities

• Provide technical support for Point-of-Sale solutions to end users
• Take inbound technical support requests via phone, email, or directly from co-workers
• Take ownership of Service Tickets through to completion
• Use troubleshooting skills to provide effective and efficient technical support to customers
• Maintain ongoing/regular communication with the customer until issues are resolved
• Communicate resolutions to primary point of contact at customer's site and/or management team
• Properly complete Service Tickets with all necessary information
• Seek out and/or accept ongoing feedback which will create learning opportunities
• Adapt to changing technologies, solutions, and duties at any time.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree