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Technical Support Specialist

2 months ago

San Diego, California, United States RMS North America LLC Full time

Position Overview

In a dynamic call center setting, the Technical Support Specialist plays a crucial role in assisting current clients with their technical inquiries. This position involves diagnosing questions and guiding users through systematic solutions. As a knowledgeable resource in the RMS Hospitality Suite, the specialist will deliver support by articulating technical solutions in a clear, professional, and user-friendly manner.

Key Responsibilities

  • Develop expertise in RMS Hospitality Suite and associated software products.
  • Handle a substantial volume of incoming and outgoing calls.
  • Collect customer information and assess issues by evaluating and analyzing symptoms.
  • Troubleshoot software problems, internet connectivity issues, and basic hardware challenges.
  • Document and respond to customer service inquiries promptly.
  • Maintain and manage client records effectively.
  • Configure and troubleshoot various software modules, including but not limited to Quickbooks, Boomgates, and Point of Sale systems.
  • Clearly explain and guide clients through resolution options in a straightforward manner.
  • Perform additional tasks as assigned by the Supervisor.

Qualifications

  • Strong analytical and problem-solving abilities.
  • Skills in conflict resolution and troubleshooting.
  • Capacity to thrive in a fast-paced, ever-evolving work environment with a positive demeanor.
  • Detail-oriented, well-organized, and capable of multitasking in a results-driven business atmosphere.
  • Exceptional written and verbal communication skills.
  • Efficient time management to prioritize customer activities and requests.
  • Ability to work independently as a self-motivated team member.
  • Demonstrate accuracy and thoroughness while monitoring personal work for quality.

About You

  • Advanced computer proficiency, particularly in Microsoft Word, Excel, Outlook, and PowerPoint.
  • Highly organized with the ability to manage multiple tasks in a results-oriented environment.
  • Excellent communication skills, both written and verbal.
  • Strong analytical and problem-solving skills.
  • Effective time management to focus on essential tasks.
  • Ability to identify and prioritize critical responsibilities.
  • Energetic professional willing to take on diverse roles.
  • Experienced in managing a variety of administrative and executive support tasks with minimal supervision.