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Support Specialist

4 months ago

Canton, United States i3 Verticals Management Services, Inc. Full time
Job DescriptionJob DescriptionJOB TITLE: Support SpecialistDEPARTMENT: PaySchools OperationsREPORTS TO: Support Manager
SUPERVISORY RESPONSIBILITIES: Sole Contributor
JOB LOCATION: Canton, OH - This is not a remote position.
SUMMARY OF POSITION
The Support Specialist position is a key team member of the Support Team within the Business Operations unit at PaySchools. This position reports directly to the Support Manager.The primary function of this position is to support customers (K12 school districts) of our various online payment software, POS software QuikLunch, and meal application software QuikApps. This position will also be required to provide some training and live support for district personnel. The individual should also have software support experience knowledge as outlined below or equivalent industry knowledge.EDUCATION & EXPERIENCE
High school diploma or equivalent required. Bachelor’s degree from accredited college desired.
DUTIES & RESPONSIBILITIES
  • Demonstrate an excellent quality of support to our customers (customer-first approach).
  • Provide email and phone support of PaySchools products to our customers that include Online Payment solutions and QuikLunch POS.
  • High availability for support contact to ensure a timely and accurate response to all inquiries.
  • Respond to inquiries for support requests from customers, Business Partners, and internal co-workers in a timely manner.
  • Utilizes phone, email, and remote connections to investigate and resolve customer issues.
  • Diagnose the underlying cause of customer issues or performance issues.
  • Evaluate ongoing support issues, and look for ways to suggest preventative measures.
  • Create and maintain documentation to assist in future problem resolution.
  • Earn SME (Subject Matter Expert) level knowledge on 2 of our software products.
  • Provide training and live support for QuikLunch POS, QuikApps, and Online payments products.
  • Graduate to entry-level support on a 3rd and/or 4th product.
  • Perform setup/programming of QuikLunch items/button layouts.
  • Perform installation/repairs/support of hardware.
  • Other tasks as directed by the Support Manager.
DESIRED SKILLS
  • Good written and verbal skills.
  • Well organized.
  • Excellent with customers.
  • Comfortable on a computer and experience with Microsoft Office.
  • Positive attitude and willingness to learn.
  • Contribute to a positive team environment.
Salary for this position is competitive and commensurate with experience, starting at $19.23 per hour.
DISTINGUISHING FEATURES
An employee in this role provides support of our POS software, Meal Application Software, and payments solutions to our customers. This includes assisting the customers from the user’s perspective, resolving know issues. This position will also support our direct clients (the school district personnel) for training and live support of QuikLunch POS. This position requires a friendly, professional, and courteous approach to ensure a positive customer experience.