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Customer Support Specialist


Customer Support Specialist



Customer Service - Boothwyn, Pennsylvania



As a Customer Support Specialist working out of our Boothwyn office, your primary job function will be to provide industry-leading customer service, including technical support, on our point-of-sale terminals, peripherals (thermal printers, scanners, etc.), and software via phone, chat, remote desktop and email to our dealers and end users.



JOB DUTIES

 

  • Provide expert technical support to dealers and end users
  • Troubleshoot hardware issues via phone, online chat, and emails
  • Troubleshoot software issues and networking devices
  • Perform remote desktop sessions to aid in troubleshooting process

?   Record detailed notes on support issues

  • Issue Return Materials Authorizations (RMAs) and follow through with the RMA process

 

QUALIFICATIONS
  • Prior Customer Support Experience
  • 2-year technical degree or equivalent experience
  • Excellent communication skills and the ability to professionally communicate with customers over the phone and in written communication.
  • Strong analytical problem-solving skills. Must be able to analyze information to make independent decisions quickly and effectively
  • Extensive computer hardware and software knowledge
  • Ability to proficiently troubleshoot technical hardware issues.
  • Ability to troubleshoot networking issues.
  • Point Of Sale software experience is a plus
  • High attention to detail with the ability to learn on the fly
  • Friendly professional personality with ability to keep composure during difficult calls
  • Experience with Salesforce or other CRM preferred
  • Bilingual (English - Spanish) is a plus
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