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Professional Services Technician I

Company: 365 Retail Markets
Location: Troy
Posted on: January 5, 2022

Job Description:

365 Retail Markets, a rapidly growing self-service technology company with offices in Metro Detroit, Santa Clara, Orem, and Kansas City, creates technology that connects people with products at work. Our proprietary 365 technology provides a turnkey platform that allows customers to increase sales, improve the customer experience, and increase profits, while reducing operating costs!This position is located within the Implementation Department of 365 Retail Markets, and reports to the Professional Services Manager. The technician is accountable for providing remote and onsite support to customers as they implement 365s point-of-sale technologies. As an expert in 365s product suite, you will own the customer relationship from project kick off, through go live, then provide a warm handoff to 365s support department. You will demonstrate a strong technical aptitude, and act as an industry expert offering solutions to customers to support their business needs. You will be responsible for following established processes to manage customer expectations, diligently track issues, configure 365s proprietary software systems, stage client equipment, train customers, and provide onsite installation services.

  • Host kick off calls with customers, advising them on what to expect with their upcoming implementation.
  • Act as the primary point of contact for all customer communications until their system is live and functioning as expected.
  • Maintain ownership of the customer relationship until formally handing it off to 365s support department.
  • Collect customer deliverables as required for a successful implementation.
  • Advise customers on additional 365 solutions that would help them maximize business value.
  • Customize 365s software suite for each customers unique business need.
  • Stage and configure POS equipment in preparation of onsite installations: touchscreen computers, credit card readers, routers, printers, scanners, monitors, kitchen display screens, scales, and more.
  • Perform quality control on POS equipment prior to shipping.
  • Travel to customer locations to install POS solutions and provide technical guidance.
  • Perform remote and onsite trainings for customers.
  • Provide customer support and technical issue resolution via email, phone, and other electronic mediums.
  • Schedule and manage travel arrangements.
  • Escalate issues to 365 leadership as required.
  • Communicate customer feature enhancement requests to 365s Product team.
  • Participate and become the Subject Matter Expert of new products and processes as assigned by Implementation Leadership.
  • Report travel expenses in an accurate and timely manner.
  • Other duties as assigned by the Implementation Leadership.
    • Bachelors Degree in appropriate field of study, or equivalent work experience.
    • 2+ years of experience in a fast paced, technical customer service-related role.
    • Experience with Linux, Windows, and Android OS.
    • POS experience a huge plus, but not required.
    • Restaurant experience a plus, but not required.
    • Able to work independently and efficiently to meet deadlines.
    • Self-motivated, detail-oriented, and organized.
    • Experience with hardware, software, and network troubleshooting.
    • Experience with configuring routers, modems, switches, and wireless networks.
    • Strong leadership, diplomatic, communication, interpersonal, and motivational skills.
    • The ability to articulate technical issues to Level3 support and development teams.
    • Ability to handle pressure, working efficiently in a challenging and demanding environment.
    • Basic project management knowledge.
    • Proven ability to work in an ambiguous environment and collaborate across multiple areas to achieve a common business objective.
    • A+, Network+, or related certifications preferred, but not required.
    • Experience with ERP or CRM a plus.
    • Tools: Jira, Zendesk, Sage (ERP), SharePoint, Visio, Excel, Word and PowerPoint
    • Ability to travel as needed (home most weekends).
    • Ability to lift 25-75lbs.
    • Ability to be flexible and work in-office and/or remote based on business needs.
    • Support diverse and inclusive work Jobble

Keywords: 365 Retail Markets, Troy , Professional Services Technician I, Professions , Troy, Michigan

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