Technical Account Representative I

3 days ago

East Syracuse, New York, United States DUMAC Business Systems, Inc. Full time
About the Role

We are seeking a highly skilled Technical Account Representative to join our team at DUMAC Business Systems, Inc. This is a proactive recruitment posting, and while we may not have any current open positions for this role, we are always open to meeting new talent.

Key Responsibilities
  • Administer and configure firewall settings to ensure the security of our Point of Sale (POS) systems.
  • Install and configure operating systems, software, patches, upgrades, and hardware, including servers, PCs, switches, and routers.
  • Analyze, troubleshoot, and resolve system hardware, software, and networking issues to ensure seamless operations.
  • Configure, optimize, fine-tune, and monitor operating systems, software, and hardware to ensure maximum performance.
  • Assist with the setup of store servers, applications, and processes needed to bring a store live.
  • Provide support by troubleshooting escalation calls for both internal team members and customers.
  • Log and document all supported requests in service tickets and ensure all service tickets meet the corresponding SLAs.
  • Serve as an escalation point and coach for all team members on hardware and software problem analysis and resolution.
  • Implement and monitor POS system and data security, including virus protection, malware, and PCI compliance.
  • Communicate with Account Managers and customers on technology needs and industry changes.
  • Provide phone support as necessary during regular business hours and after-hour support.
  • Follow up and support existing customers.
  • Review proposals for equipment and software and recommend potential opportunities to the Account Manager.
  • Work with the lab and research and development team to validate and sign off on new programs and software upgrades.
Requirements
  • Bachelor's degree or equivalent experience in the POS industry.
  • Experience in the 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 the technical and application levels.
  • Creative problem-solving skills, a critical thinker, and a dedication to customer satisfaction.
  • Excellent written and verbal communication skills, as well as interpersonal skills.
  • Possess the accountability and personal responsibility to own and drive results.
  • Ability to work independently and part of a team environment.
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.
  • Ability to effectively manage multiple projects with strong organizational skills, attention to detail, and logical problem-solving 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. The ability to handle multiple priorities and demands in a fast-paced environment is essential. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

  • Walking, bending, lifting, repetitive motion.
  • Use of hand tools and test equipment.
  • Occasionally lift up to 50 lbs.
  • Ability to climb ladders.

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