• JN -032020-4247
  • Dallas Metro Area, Texas
  • 2020-03-04

Job Description:

Provides telephone support to field technicians via multiple methods while they install hardware at client sites. Provides excellent customer support to internal and external clients. Responsible for accurate tracking and documentation of installation timeline and any problems that arise. Responsible to insure timely installation of various pieces of hardware.

Responds to customer and Retail Solutions personnel solution/product inquiries via telephone, email, or ticketing system. Provides timely & effective technical resolution of problems or escalation on behalf of customer to appropriate higher-level technical personnel. Troubleshoot reported software, hardware, network problems when they relate to desktop computer and peripherals. Provides case status updates to Customer and Retail Solutions personnel. Ensure customer satisfaction by advising customers on preventive measures, appropriate solutions and configurations which may impact product performance.

Essential Duties and Responsibilities:

·       Phone Support receiving Customer and Retail Solutions personnel support calls

·       Managing Customer and Retail Solutions personnel support calls including:

o  Logging and support through trouble shooting or advising

o  Logging and escalating or routing call as required

·       Provide case status updates to Customer and Retail Solutions personnel

·       Troubleshoot and perform root cause analysis of reported incidents when they relate to retail solutions hardware, computer and peripherals

·       Develop or assist in development of documentation and standard operating procedures and customer service guidelines relating to IT support of Retail Solutions support systems

·       Provide Event Management support including

o  Daily monitoring / checks

o  Logging of noted issues

o  Troubleshoot or assist in troubleshooting of data center related issues

Candidates traits:

  • Very customer focus/client facing
  • Must have a positive attitude; receptive to learning
  • Very enthusiastic
  • Great communicator
  • Willing to learn
  • Flexible schedule
  • Easy going and calm under pressure
  • Technical flexibility and adaptability is a must


Requirements for Support Technician:

  • Minimum two (2) years technical support experience
  • Strong understanding of:
    • computer equipment installation, configuration and troubleshooting
    • Point of Sale (POS) equipment installation, configuration and troubleshooting a plus
    • network equipment installation configuration and troubleshooting telephone customer support skills
  • Solid data entry in ticketing systems (i.e. Remedy, PeopleSoft) a must
  • Basic Microsoft Suite Usage (Win2K3, Office Suite, Excel, etc) – minimum 2 years
  • Basic SQL scripting experience
  • Ability to type 35+ WPM
  • Must be able to work under pressure and tight deadlines
  • Enthusiastic, strong communication and driven to interact with customer and Retail Solutions division personnel including:
    • Support Center Team member
    • Retail Solutions division engineering staff
    • Management and Administrative
  • Excellent verbal/written communication and presentation skills required
    • Must be able to read, write and speak professional business English
    • Expert customer relationship skills – ability to communicate professionally in high-pressure situations
  • Must have basic math and calculation experience
  • Batch experience nice to have
  • Very technical experience in hardware and software installation a must – minimum 2 years
  • Ability to work closely with technicians
  • Ability to identify incidents and drive resolutions
  • Must be flexible to work overtime and/or other shifts as needed
  • Virtual desktop knowledge highly preferred
  • Remote management knowledge is highly preferred

Education/Certification Requirements:

  • Education: High school diploma or equivalence and: BS Degree, technical school graduate, electronics training, or equivalent experience
  • Experience: Two or more years of related experience for technical support
  • Certifications, Licenses, etc.: NA

Our Purpose Is To Make A Better Life For The People We Serve.

For us, this isn’t just work. We are finding Talent, forming Relationships and forging connections between technically talented people and companies who care for them. We are trying to reimagine how our client organizations can use our global recruitment staff that is equipped to evaluate the technical and soft skills of the technology talent to build their strong technology teams.

Saxon Global team's industry experience of more than 20 years in the IT staffing industry along with strong consultant network with a wide range of technology skills enables us to serve our customers.

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