Posted: Monday, August 14, 2017 6:13 PM
Our senior level Technical Support Analyst is responsible for answering inbound phone calls, emails and other interactions with customers.. This involves troubleshooting, researching solutions and providing resolutions to technical and service problems. This includes inquiries concerning product hardware, software and applications. You will ensure proper escalation procedures are followed while performing assigned functions according to standardized policies and procedures. Additionally, you are held accountable for customer satisfaction with each and every retailer interaction they have. You are responsible for providing support for our Retailers to resolve hardware, network, vendor software (eg Microsoft), AcuSport software and training issues but will work an assigned shift which will be flexible in nature according to business needs. Essential Duties and Responsibilities: * Work with internal staff across the organization at all levels to service retailer customer base * Provide best in class technical support via a variety of communication mediums to include phone, internet and sometimes person to person interactions * Troubleshoot and resolve challenges by employing comprehensive problem analysis and customer service skills. Trouble shooting is likely to involve addressing communications in LAN environments * Document accurate and detailed descriptions of all problem descriptions, trouble-shooting activity and resolution data in the customer relationship management database system * Gather, review and record any pertinent log files, traces, configuration environmental information, and network topology data. This data will be used to analyze the problem at hand and synthesize solutions for the customer in a timely manner. * Utilize historical information gathered while resolving requests to develop and submit technical articles to the centralized knowledge base * Work in collaboration with members of the wider support team to share information between one another. * Receive and eventually develop peer-to-peer training in all appropriate products as well as the specific ways they are integrated into larger networks and complex solutions * This position will occasionally require working non-standard hours and holidays * This position will occasionally require travel to customer sites * Install and support custom programs as developed by or on the behalf of retailer databases * Install and trouble shoot hardware remotely for retail customers as it relates to their retail management system software * Train retailers on their POS (point of sale) software program functionality on occasion * Trouble shoot credit card processing issues related to the software; facilitating communications between the processor and the retailer * Other duties as assigned Qualified candidates will possess an AS degree in Computer Programming or Networking (or comparable), 3-5 years of technical experience, 3 years of help desk experience (hardware, software, and networking), as well as some amount of experience in a retail environment. SQL experience helpful. Additionally, you will possess: * Ability to effectively handle difficult customer situations * Friendly demeanor * Ability to multi-task * Understands basic financial principals * Ability to work independently while working in a team environment * Works well in a fast paced environment * Ability to sit for long periods of time * Work remotely to solve all customer related issues * Excellent telephone communication skills AcuSport Corporation is an EOE.
• Location: Sauk Rapids, St. Cloud
• Post ID: 24543238 stcloud