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.
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 capacity. Two 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
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.