• JN -042020-4313
  • Dallas Metro Area, Texas
  • 2020-04-08

Provides telephone support to field techs via multiple methods while they install hardware at client locations. Provides excellent customer support to internal and external clients. Responsible for accurate tracking and documentation of installation timeline and any problems that may arise. Responsible to insure timely installation of various pieces of hardware. Responds the customer and Retail Solutions personnel via telephone, email, and ticketing system. Provides timely technical resolution of problems or escalations on behalf of customer to appropriate higher level technical personnel. Trouble shoot reported Hardware, software, network problems. Provide case status updates to Customer and Retail Solutions personnel. Ensure customer satisfactions by advising customers on preventative measures, appropriate solutions and configurations which may impact product performance. 

 

 

Essential Duties and Responsibilities –

Phone Support receiving Customer and Retail Solutions Personnel support calls

              Logging and support through trouble shooting or advising

              Logging and escalating or routing call as required.

Provide case status update to client and team

Perform root cause analysis of reported incidents

Develop or assist in creation of documentation and standard operating procedures

Event Management Support

              Daily monitoring checks

              Logging of noted issues

              Troubleshoot or assist in trouble shooting data center related issues

The selected candidate will have strong communication skills and look forward to interacting with the client and internal teams.

 

Prerequisites

Education – HS Diploma or equivalent and BS Degree, Tech Sho0ol Grad, Electronics Training or equivalent experiences

 

Experience – Two or more years of related technical support in an advanced L2 or L3 capacityTwo or more years in a POS / Retail environment preferred


 

Specialized Knowledge and Skills

Language – Read, Write and Speak Professional Business English

Mathematical – Basic Math and Calculation

 

Reasoning skills – Excellent verbal and written communication and presentation skills required. Expert customer relationship skills with the ability to communicate professionally in high-pressure situations. Ability to Multi task in a fast paced environment. 

 

Computer / Technical Skills – basic SQL scripting, Ability to type 35 WPM, MS Suite

 

Work Environment and Physical Demands

General Office environment

Moderate Noise level

Moderate noise level

Regularly required to sit and occasionally required to stand

Some moderate stress

No travel

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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