Technical Support Associate

3 days ago


Austin, Texas, United States Infogain Full time

Are you passionate about delivering exceptional customer service and troubleshooting technical issues?

Job Overview

We are seeking a highly skilled POS Support Specialist (L1) to join our team at Infogain, a digital platform and software engineering company based in Silicon Valley, California.

As a POS Support Specialist, you will be responsible for providing first-level phone support for several retail store locations. You will answer incoming call requests, troubleshoot application and hardware problems, log service tickets, document issues, and guide customers through documented solutions to resolve issues while providing world-class customer service.

Responsibilities
  • Agent logs, receives, and tracks trouble tickets, assigns them to a technical specialist for action and ensures that their tickets are resolved/closed out within the ticketing system.
  • Provides telephone support to end-users on hardware, software, and other store system-related issues.
  • Provides first-level problem resolution on the telephone with users; walks the user through a series of steps to determine the issue; classifies level, priority, and nature of the problem.
  • Opens, tracks, takes ownership of issues, and promotes end-user satisfaction; tracks activities of technical support specialists to whom tickets were assigned.
  • Works with Level 2 and other escalation points to resolve technical issues.
  • Provides Remote Access Support through various VPN connections.
  • Provides a high level of customer service in a fast-paced environment with phone calls, emails, and messaging.
  • Follows up with existing tickets/inquiries, as appropriate.
  • Accurately classifies and records details of inquiries into a web-based ticketing system.
  • Effectively manages/prioritizes time to ensure that minimum Service Levels are met and/or exceeded.

$55,000 - $65,000 per year

Requirements
  • Minimum of (2) years experience in a customer/user support role.
  • Minimum of (1) year experience working with Microsoft Windows client or server operating systems.
  • Minimum of (1) year experience in diagnosing and resolving PC, server, and printer problems.
  • Strong customer service, verbal, and written communication skills required.
  • Troubleshooting skills required.
  • Strong interpersonal communication and customer service skills.
  • Ability to quickly learn business applications and apply this knowledge to assist end-users.
  • Must have the ability to multi-task and work well in a fast-paced team environment.
  • Must have strong analytical and problem-solving skills.
  • Ability to maintain a friendly, upbeat, and positive attitude.


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