Support Technician I

4 weeks ago

Dallas, United States Ziosk Full time

Support Technician I (on-site)

Ziosk is revolutionizing experiences where businesses and technology intersect and people live, work, dine, travel, and root for their favorite teams. We deliver adaptive solutions that simplify and unify fragmented systems and experiences. We offer audience engagement and management through a suite of solutions powered by our enterprise grade software stack. Our cloud-based network of omni-commerce solutions provide safe, secure, and contactless services while delivering operational efficiencies with robust insights that drive growth. Initially known for the Ziosk tableside tablet, our team has developed a portfolio of services and products that are scalable and dynamic. In 2023 and beyond, we are ready to grow with you as a part of our team. Come join us

Summary -

The Support Technician I will work on-site at our Dallas, TX headquarters. You will provide support for end-to-end production and lab systems for Ziosk enterprise applications and proprietary device support. This position involves performing diagnostic investigation into complex customer-impacting issues to resolve and identify root causes. This individual will adhere to established trouble shooting procedures on routine work. This position serves as primary interface between Ziosk and its clients for technical problem management of production issues and to provide technical solutions for Ziosk field issues.

Responsibilities

  • Approach all support case with a customer first attitude.
  • Act as frontline technical support and response for incoming queries and issues related to Ziosk systems, software, and hardware using the various Ziosk support tools.
  • Prioritize and manage service requests received via e-mail, phone, management tools and other methods of communication.
  • Provide superior customer service through phone and email support to restaurant clients
  • Write support related documentation and knowledge base articles.
  • Assume ownership of support cases and ensure closure.
  • Proactively contact customer sites as needed to resolve issues discovered through various monitoring tools.
  • Utilize various error reporting facilities and logging to analyze, determine, and resolve issues.
  • Work directly with Ziosk customers to perform root cause analysis.
  • Install, modify, and repair Ziosk software and hardware as needed, training will be provided.
  • Proactively interact with cross functional departments as needed to bring closure to open issues.
  • Adhere to documented metrics and key performance indicators.
  • Ability to assess when problems need to be escalated to a higher level of support engineers
Qualifications
  • 1+ Years' experience working on a technical support team in a corporate environment.
  • Must be able to professionally interact with our client's Restaurant Management at all levels
  • General knowledge of Windows Server and other server-side technologies
  • General knowledge in networking technologies
  • Strong troubleshooting skills
  • Must be a strong problem solver
  • Excellent verbal and written communication skills
  • Must be willing to document work effort on an ongoing basis
  • Existing POS knowledge is not a requirement but is a plus


Ziosk is an Equal Opportunity employer offering competitive benefits and compensation. Candidates must be eligible to work in the U.S. and be able to commute daily to North Dallas. No agencies or third-party recruiters, please.

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