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Desktop Support Specialist
2 months ago
We are seeking a skilled Desktop Support professional to join our team at Russell Tobin & Associates. As a member of our Technical Support team, you will provide top-notch support for restaurants using our innovative product.
Key Responsibilities:
- Provide first-line technical support for merchant issues, ensuring exceptional service and quick resolution.
- Investigate and resolve complex technical issues, identifying and addressing failure points.
- Develop deep expertise in the product and support processes, diagnosing issues even in the absence of predefined solutions.
- Collaborate with the team to create playbooks for troubleshooting and triaging new issues.
- Address customer concerns with empathy and urgency, fostering a positive customer experience.
Requirements:
- Bachelor's degree in a technical field (e.g., IT, Computer Science, Computer Engineering) or equivalent work experience.
- 4+ years of experience in technical support, IT, or network administration roles.
- Strong understanding of computer hardware, networking (including Ethernet cabling), and software troubleshooting.
- Experience working in technical startups or with emerging technologies.
- Excellent communication and problem-solving skills with a focus on customer empathy.
- Ability to write clearly and effectively, including formal and casual communication in line.
- Ability to thrive in a fast-paced, ever-changing environment.
Bonus Points:
- Previous experience as a company's first technical support hire.
- Experience troubleshooting Android systems.
- Familiarity with POS systems (Toast, Square, Upserve, Micros, Aloha, NCR, or Revel).
- Experience with G-Suite, ZenDesk, Slack, Atlassian, Salesforce.
What We Offer:
Russell Tobin & Associates offers eligible employees comprehensive healthcare coverage, supplemental coverage, 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance, and employee discounts with preferred vendors.
Rate/Salary: $30 to $40/hr on w2 (depends on exp)
