Support Specialist I

6 days ago

Greenville, South Carolina, United States Pomeroy Full time

The Support Specialist is responsible for promoting and maintaining a high-quality, professional, service-oriented image consistent with The Pomeroy Way. This role is a key point of contact for escalated end-user support related to POS (Point of Sale) software. The individual will work closely with end-users, quality assurance testers, developers, and project managers to troubleshoot, analyze, and resolve software issues and defects.

The ideal candidate will have a strong conceptual understanding of POS software support and QA testing processes. This individual will demonstrate ownership of 95% of support issues from initial contact through resolution while maintaining open lines of communication across Support, QA, Development, and Customer teams. Success in this role requires a team-oriented mindset, excellent communication skills, and a desire to mentor peers.


Key Responsibilities

  • Serve as the escalation point for end-user support related to POS software systems.

  • Troubleshoot, analyze, and diagnose software issues; identify root causes and recommend solutions.

  • Maintain strong working relationships and communication with QA, Development, and Customer teams.

  • Ensure timely resolution of support issues while meeting or exceeding service-level expectations.

  • Mentor team members and promote knowledge sharing within the support team.

  • Uphold the company's commitment to quality and customer satisfaction through proactive and professional interactions.


Qualifications

  • Bachelor's degree in Computer Science, Business, or related field; or a technical degree/certification with equivalent experience.

  • Minimum 5 years of hands-on Software Support experience.

  • 5+ years of progressive experience in the Retail or IT industry (Retail preferred).

  • Advanced knowledge of operating systems including:

    • IBM 4690 OS

    • Windows, DOS, Linux

  • Strong understanding of software support centers, QA operations, and IT/networking environments.

  • Proficient in Microsoft Office applications.


Additional Skills & Competencies

  • Exceptional communication skills (listening, verbal, and written).

  • Strong organizational and analytical problem-solving abilities.

  • Ability to effectively diagnose and articulate client issues and solutions.

  • Demonstrated leadership and facilitation skills.

  • Team player with a passion for collaboration and supporting others.


Physical Demands & Working Conditions

  • This position requires prolonged use of a computer while seated at a desk in a general office environment.

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