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Technical Support Specialist

Company: 365 Retail Markets
Location: Troy
Posted on: January 4, 2022

Job Description:

365 Retail Markets is the global leader of self-service technology and convenience solutions for the Foodservice industry. Through our combination of MicroMarket, vending, and dining technologies, we offer the best in class point-of-service platform for the workplace. For the last decade, 365 has been pioneering innovation and winning multiple awards for revolutionizing the market with superior technology, strategic partnerships and ultimate flexibility in customization and branding. At 365, we are committed to supporting our customers and employees success!
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.

  • Provide technical system and user support by responding to calls and email requests for technical support in a timely manner
  • Document, track, and monitor problems to ensure a timely resolution and appropriate follow-up with clients
  • Diligently manage client cases within Zendesk, and communicate any perceived delays to management immediately upon identification
  • Configure client equipment both locally and remotely
  • Assess issues and escalate, if needed, to higher levels of client support
  • Assist other department employees in troubleshooting difficult or time-sensitive problems
  • Contribute to continuous improvement of the client experience by providing suggestions for the betterment of technical practices
  • Resolve technical problems, detect patterns of issues, and communicate via the defined escalation path (including services leadership) regarding persistent issues
  • Maintain your knowledge and expertise by learning new and evolving technologies and by achieving appropriate industry and professional certifications
  • Other duties as assigned by Supervisor
    • 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
    • Solid understanding of mobile environments including Android and iOS, including development and logging tools
    • Solid understanding of Windows 7 environment including device drivers, event viewer, and error reporting
    • Exposure to SQL commands a bonus
    • Self-motivated, detail-oriented and organized
    • Able to work independently and efficiently to meet deadlines
    • Proficient with Ubuntu or other Linux distribution highly desired
    • Ability to learn new technologies quickly and deal with ambiguity
    • Experience working with advanced software issues that require root cause analysis
    • Experience maintaining small networks. Network+ a bonus, but not necessary
    • Able to promptly answer support related email, phone calls and other electronic communications
    • Proficient in the entire Microsoft Office suite (Word, Excel, Outlook, PowerPoint)
    • Proficient in Internet related applications such as email clients, FTP clients and web browsers
    • Excellent communication (oral and written), interpersonal, organizational, and presentation skills using appropriate vocabulary and grammar to obtain and convey information

Keywords: 365 Retail Markets, Troy , Technical Support Specialist, IT / Software / Systems , Troy, Michigan

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