Technical Support Specialist

2 weeks ago

Carrollton, United States Helix Leisure Full time

**Technical Support Specialist**

Embed - Customer Experience Carrollton, Texas Department **Embed - Customer Experience** Minimum Experience **Mid-level** Fuelling the business of fun.

Not just a game-changer, its 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 Embeds 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 ones having more fun than us.

Position Summary

As a member of the Support team, you are the first point of contact for customers and as such, you form part of the team that helps customers solve issues and minimize the impact to their business. We strive to solve customer queries by providing the best customer experience with the quickest

solution.

For this role, you will develop relationships and build rapport quickly with customers. In addition, you will investigate and utilise your troubleshooting skills in solving customers technical and nontechnical queries. For this, you will rely on your critical thinking skills using facts and analytics to not only fix problems but also to implement workarounds and offer suggestions for change and continuous improvement

Key Responsibilities

* Provide first-class customer service/support via telephone, email, chat, and any future channel

* Conduct preliminary investigation: replicate, validate, and troubleshoot issues/tickets raised by customers

* Triage inbound customer communications, monitor priority of tickets assigned to the queue, and process and escalate tickets accordingly

* Communicate proactively with customers using clear, professional, and effective communication

* Leverage all approved internal knowledge base to deliver up to date service to our customers

* Partner with Business Analysts to improve the customer experience through product design enhancements after software updates/upgrades are released

* Provide remote support of related hardware components including integrated card readers, POS terminals, self-service Kiosks and associated peripherals

* Ticket ownership including ticket creation, update, escalation and escalation notes, solution, and closure

* Create, document, and share technical procedures and knowledgebase articles for the overall improvement of the department's competencies

* Responsible for self-developing skills and technical knowledge on new and existing products and features

* Monitor customers' systems proactively to identify and solve issues

* Comply with confidentiality and license agreements

* Remain knowledgeable of customer and partner relationships

Required Skills and Expertise

* Foundation level in customer service and in communicating both written and verbal

* Foundation level in communicating technical concepts to both technical and non-technical customers

* Foundation level in building strong relationships with customers and with team members

* Foundation level in balancing time among multiple activities

o Solving customer inquiries

o Depending upon the region, perform the same Key Responsibilities as described in the Installation Specialists Job Description

* Foundation level in managing time effectively to meet deadlines

* Foundation level in troubleshooting, problem-solving, and critical thinking skills

* Foundation level in internal and external conflict resolution and negotiation skills

* Foundation level in understanding and working with Windows OS, SQL, networking, TCP/IP, .NET, and PCI Compliancy requirements

* Continuous improvement mindset and preparedness for new approaches and solutions to enhance the Customer Support process

* Demonstrate good judgment using facts and analytics

* Highly organized and efficient with strong attention to detail

* Foundation level in understanding and learning complex technical topics quickly

* Self-motivated with a passion for customer service and IT and the ability to learn and adapt to new technologies

* Foundation level in handling customers with patience, tact, and empathy

Qualification and Education

* 1-3 years experience working in a fast-paced customer service/support role in call center environments is preferred

* ITIL certification or experience working with ITIL Framework and Processes is desired

* Bachelors degree in Computer Science or equivalent education/work experience

Location Carrollton, Texas Department Embed - Customer Experience Minimum Experience Mid-level

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