Technical Account Representative

6 days ago

East Syracuse, New York, United States DUMAC Business Systems, Inc. Full time
Job Summary

We are seeking a highly skilled Technical Account Representative to join our team at DUMAC Business Systems, Inc. This role will be responsible for configuring Point of Sale (POS) databases, providing technical support, and troubleshooting system issues.

Key Responsibilities
  • Administer and configure firewall settings to ensure network security
  • Install and configure operating systems, software, patches, upgrades, and hardware
  • Analyze and troubleshoot system hardware, software, and networking issues
  • Configure and optimize operating systems, software, and hardware for optimal performance
  • Provide technical support and troubleshooting for internal team members and customers
  • Log and document all supported requests in service tickets and ensure SLAs are met
  • Serve as an escalation point and coach for team members on hardware and software problem analysis and resolution
  • Implement and monitor POS system and data security
  • Communicate with Account Managers and customers on technology needs and industry changes
Requirements
  • Bachelor's degree or equivalent experience in the POS industry
  • Experience in POS industry
  • Internal expert with all aspects of supported solutions for vertical
  • Proficient in Microsoft Office programs, including Outlook, Word, Excel, and PowerPoint
  • Expert problem solver and analyst at both technical and application levels
  • Creative problem-solving skills, critical thinking, and dedication to customer satisfaction
  • Excellent written and verbal communication skills, as well as interpersonal skills
  • Possess accountability and personal responsibility to own and drive results
Preferred Qualifications
  • Experienced with DUMAC supported software, applications, processes, and solutions such as POS, Back Office, and third-party software
  • Knowledge of implementing and installing store networks and network security, administering and configuring firewall settings, network switches and routers, WiFi/VLAN experience, and endpoint protection
  • Proven ability to manage and mentor technical and customer support personnel
  • Successfully manage multiple issues at the same time
  • Proven customer service experience
  • Possess excellent problem-solving and analytical skills
What We Offer
  • 401(k) savings plan match
  • Health coverage (medical, dental, vision)
  • HSA + employer contribution
  • Employer-paid life insurance
  • Short & long term disability
  • Legal/ID theft plans
  • Generous PTO and holiday schedule
  • Pet insurance
Work Environment

This role operates in a professional office environment and requires the ability to handle multiple priorities and demands in a fast-paced environment.

Physical demands include walking, bending, lifting, repetitive motion, use of hand tools and test equipment, and occasionally lifting up to 50 lbs.

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