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Full-timeDescription365 Retail Markets is the global leader of self-service technology and convenience solutions for the food service 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 employee’s 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.
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 problemsConfigure 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
- Other duties as assigned by Supervisor
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
- A working knowledge of MS SQL
- 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
- 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
- Work shift in UStime zones: 6 AM-3PM PST, 7 AM-4 PM PM MST, 8 AM-5 PM CST, 9-6 PM EST
- Participate in rotating on-call shift that is ‘after hours’ nights and weekends for one week, occurring once every 8 weeks
