Technical Support Associate

2 weeks ago


Charlotte, North Carolina, United States Emporos Full time

The Technical Support Associate plays a crucial role in facilitating professional communication with clients on behalf of Emporos Systems Corporation. This position involves addressing client inquiries related to our MerchantSoft Software and its associated hardware and software solutions.

KEY RESPONSIBILITIES

The primary duties and responsibilities include:

  • Diagnosing and resolving all incoming inquiries pertaining to Emporos software.
  • Delivering exceptional technical assistance and service to our clients through various communication channels.
  • Employing systematic troubleshooting methods to swiftly and effectively identify the root causes of client issues and offer timely solutions.
  • Collaborating with team members to investigate and resolve issues.
  • Contributing to the development of internal and external knowledge base articles for future reference.
  • Accurately documenting and tracking client inquiries and their resolutions.
  • Coordinating with team leaders to enhance daily operations and improve client experiences.
  • Communicating with relevant personnel regarding ongoing client and product concerns.
  • Performing additional tasks and responsibilities as assigned by management.

QUALIFICATIONS

  • The ideal candidate will have 1-3 years of experience in customer service or software applications.
  • Demonstrated ability to communicate professionally and respectfully with clients in various challenging situations.
  • Proficient in root-cause analysis, capable of delving into multi-level logs to identify core issues.
  • Skilled in effective investigative questioning to gather all necessary information for prompt resolution.
  • Adept at navigating multiple systems during investigations, including Windows Server and iOS platforms.

EDUCATION AND CERTIFICATIONS

  • Experience in troubleshooting software applications.
  • Knowledge of diagnosing MSSQL/T-SQL issues.
  • Ability to quickly learn new software applications.

PREFERRED SKILLS

  • Familiarity with Microsoft Server versions 2012 to 2019.
  • Experience with Microsoft SQL Server versions 2012 to 2019.
  • Understanding of SQL databases and queries.
  • Proficiency in Office 365, Zendesk, Atlassian, Salesforce, and Beyond Trust Remote Software.
  • Experience with Windows operating systems from 7 to 11 and iOS.


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