Technical Customer Support Specialist II

1 week ago

Dallas, United States Helix Leisure Full time
Job DescriptionJob DescriptionSalary:

Fuelling the business of fun.


Not just a game-changer, it’s a life-changer. Designed to deliver a superior guest experience, the software solutions platform is a complete integrated solution made to enable business owners to achieve greater operational efficiency while reducing costs and increasing profitability.


With Embed’s platform, a business (single or multi-location) has real-time visibility and control across the entire operation: a full range of games management, real-time prize inventory, from guest party planning and bookings via mobile to integrated point-of-sales, including bundles and upsell packages, self-recycling game card kiosks and so much more. And it is all interconnected.


We have offices across the globe: USA, EMEA, and Asia. With more than 1,000 customers and over 3,000 installations in 56 countries, we are equipped and ready to empower Family Entertainment businesses with direct sales, services, and support anytime, anywhere.


We are in the business of fun and no one takes fun more seriously than us, which is why we put our people at the heart of everything we do, and how we do it. Get inspired because no one’s having more fun than us.


Position Summary


The Technical Customer Support Specialist II will investigate, replicate, validate, and troubleshoot incidents raised by customers and create, update, escalate, and document tickets with the prescribed ticket logging policies and procedures. They will also be a technical escalation point of contact for customers and internal teams,  coach support team members through difficult technical incidents and request and communicate directly with customers and other departments if intervention is required, and lead by example and ensure support team members adhere to prescribed departmental procedures and provide support in a consistent and similar manner in handling customers’ incidents and requests.


Key Responsibilities


  • Provide timely, consistent, and best-in-class customer support via telephone, email, chat, and any future channel and communicate proactively with customers using clear, professional, and effective communication
  • Support customers with using Embed supported hardware and software and troubleshooting incidents and requests related to the Embed Card System, i.e., Card Readers, POS, Kiosks, emONEs, peripherals, etc.
  • Lead by example and adhere to prescribed departmental procedures and provide support in a consistent and similar manner in handling customers’ incidents and requests
  • Investigate, replicate, validate, and troubleshoot incidents raised by customers and create, update, escalate, and document tickets with the prescribed ticket logging policies and procedures
  • Triage inbound customer requests, prioritize tickets in the queue, and solve tickets accordingly
  • Partner with Support team members on the escalation of hardware and software bugs, product enhancements, customer change requests, and root cause categories
  • Leverage approved internal knowledge base articles to deliver up to date service to our customers
  • Partner with Training team members to create and update technical procedures and knowledge base articles
  • Maintain up-to-date awareness in the latest hardware and software applications and share ideas with Support team leaders to improve performance, reliability, and functionality of our products and services
  • Responsible for self-developing skills and technical knowledge on existing and new products and features
  • Depending upon the region, partner with Deployment team members for the deployment and delivery of software updates and fixes to customer locations
  • Depending upon the region, deployment of proprietary and non-proprietary software and services to customers’ systems
  • Achieve individual KPIs and help Support team members achieve group KPIs (we are one team)
  • Achieve service levels in accordance with customer Service Level Agreements (SLAs)
  • Help Support team members through difficult technical incidents and requests and communicate directly with customers if intervention is required
  • Defuse customer incidents and intervene to appease unhappy customers if Support team members are unable to meet customers' needs satisfactorily
  • Depending upon the region, available and on-call to solve customer escalations if required
  • Lead by example and help Support team members adhere to prescribed departmental procedures and provide support in a consistent and similar manner in handling customers’ incidents and requests.


Required Skills and Expertise


  • 4-6 years’ experience working in a fast-paced customer service/support role in call centre environments is preferred
  • ITIL certification or experience working with ITIL Framework and Processes is desired
  • Microsoft and Networking certifications are desired
  • Flexible work schedule and weekend shifts are required
  • Onsite customer visits maybe required
  • Understand and perform the same responsibilities as a Installation Specialist, as needed


What do we offer:


  • PPO Medical coverage with four plan options to choose from based on individual needs
  • PPO Dental & Vision (company paid for employees only)
  • Life Insurance, Short & Long-Term Disability (company paid)
  • Accident, Critical Illness, and Hospital Confinement
  • 401(k) with generous company match (100% of the 1st 3% employee contribution and 50% on the next 2% of employee contribution)
  • Paid time off to include vacation, sick, holidays, and birthday
  • Free parking lot and access to fitness center in office building
  • Robust Learning Management System for employee growth and development


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