Technical Support Specialist

365 Retail Markets•Troy, MI

98d

About The Position

365 Retail Markets is the most trusted global provider of unattended retail technology, delivering conveniently smart self-service solutions since 2008. The company’s all-in-one platform powers retail spaces across food service, global retail, and hospitality with a comprehensive suite of frictionless smart stores, micro markets, vending, catering, and dining point-of-sale options. These technologies can be found worldwide in corporate offices, manufacturing and distribution facilities, educational campuses, hotels, and beyond. As a nine-time honoree on the Inc. 5000 list of fastest-growing companies in the United States, and with a continually expanding global presence, 365 Retail Markets is committed to growth, innovation, and providing superior, integrated technology that meets the evolving needs of its customers and consumers. This position is located within the Support Department of 365 Retail Markets, and reports to the Support Supervisor. You will play a key role in ensuring that our clients receive a consistent and exceptionally positive experience at all times. Your primary role will focus on maintaining uninterrupted, optimal performance of the 365 product suite at all times across a diverse installation base. You should enjoy tackling unobvious problems, working with time-sensitive clients of varying technical expertise, and in implementing systemic solutions that ensure localized issues are not repeated.

Requirements

1-2 years experience handling high-end clients with the ability to demonstrate proper service recovery steps or a commensurate combination of education, certifications, and experience
Proficient with Ubuntu or other Linux distribution highly desired
Solid understanding of mobile environments including Android and iOS, including development and logging tools
Solid understanding of Windows 10 environment including device drivers, event viewer, and error reporting
Experience working with advanced software issues that require root cause analysis
Experience maintaining small networks. Network+ a bonus, but not necessary
Exposure to SQL commands a bonus
Able to work independently and efficiently to meet deadlines
Able to promptly answer support related email, phone calls and other electronic communications
Self-motivated, detail-oriented and organized
Ability to learn new technologies quickly and deal with ambiguity
Proficient in Internet related applications such as email clients, FTP clients and web browsers
Proficient in the entire Microsoft Office suite (Word, Excel, Outlook, PowerPoint)
Excellent communication (oral and written), interpersonal, organizational, and presentation skills using appropriate vocabulary and grammar to obtain and convey information

Responsibilities

Provide technical system and user support by responding to calls and email requests for technical support in a timely manner
Diligently manage client cases within Zendesk, and communicate any perceived delays to management immediately upon identification
Document, track, and monitor problems to ensure a timely resolution and appropriate follow-up with clients
Assess issues and escalate, if needed, to higher levels of client support
Resolve technical problems, detect patterns of issues, and communicate via the defined escalation path (including services leadership) regarding persistent issues
Assist other department employees in troubleshooting difficult or time-sensitive problems
Configure client equipment both locally and remotely
Maintain your knowledge and expertise by learning new and evolving technologies and by achieving appropriate industry and professional certifications
Contribute to continuous improvement of the client experience by providing suggestions for the betterment of technical practices
Workweek includes Saturday & Sunday shift in schedule, with 2 days off during the weekdays
Other duties as assigned by Supervisor