The Technical Support Engineer will be responsible to provide technical support for deployment and production issues that our customers using the Point of Sale (POS) application suite may encounter. Being a vital part of the Global Customer Support team involves working on highly complex systems and providing advanced technical support services for major accounts, ensuring overall customer satisfaction and total resolution of each service case.
You will provide phone, remote-connected and email support and will be responsible to identify, fix and track software and hardware issues that occur during implementations and daily retail operations. The Engineer will create and manage technical environments within the support organization to replicate and diagnose customer issues, and troubleshooting skills related to software functionality, application server setup, database management, operating system configuration, installation, migration, and upgrades of POS versions will be required.
The Engineer will maintain relevant information in the support tracking system and will update clients and management about the status of all issues on a timely basis. The Engineer will also maintain and actively contribute to a growing knowledge base that improves the overall effectiveness of the team. The Engineer will research new technology or development tools to remain informed of current technology.
Drive the resolution of cases reported to Technical Support through the definition and diagnosis of the issue and application of technical expertise, product knowledge, communication, and problem-solving skills.
Determine root problem cause and provide resolution to our Business Partners.
Job Specification (Requirements)
4-5 years’ experience supporting software applications and system administration.
Familiar with the structure of a relational database (Oracle, MySQL) and the ability to create basic SQL queries, joins and update statements.
Ability to prioritize issues of varying severity and effectively manage the resolution of issues within accepted service levels.
Strong analytical skill in understanding requirements, with strong conceptual and problem-solving skills.
Ability to provide excellent customer service and maintain a professional demeanor while defusing stressful customer situations.
Strong interpersonal skills and ability to collaborate with peers, technical account managers, customer IT staff, product development, and SQA to resolve client issues.
Ability to use independent judgment, work independently and make solid decisions.
Experience with setting up and maintaining virtualized environments for the purpose of testing and replicating customer and product issues.
Solid organizational skills and time management skills.
Experience in retail software applications, in particular Retail Pro, is a plus.
Some travel may be required, as could be varied work hours.
We support customers in over 70 countries. Multi-Lingual (any language) is a plus.
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