Alpharetta, United States
Full-Time
pTo be successful in this role, you must have a love for technology, possess ldquo;somerdquo; technical aptitude, have general experience troubleshooting hardware and software and an enthusiasm to help people. The is a perfect career opportunity for aspiring technicians, and/or entry-level candidates who are results driven and truly enjoy solving and investigating. You will get the chance to build the Agilysys brand, get hands-on professional experience, and develop your technical knowledge and abilities with an award-winning team./ppnbsp;You will be expected to collaborate across all Support employee levels as well as manage intake calls, case documentation, customer service and call volume coverage to client relationship management; Also, you may be called upon to facilitate and/or contribute to internal and external trainings, cross-functional projects and/or cross-departmental escalations or customer inquiries./ppstrongOur Ideal Candidate Has:/strong/pulliThe desire to learn, investigate, hunt, and strive for continuous improvement every day!/liliExcelled in customer service positions: answering phones, emails and interacting with clients throughout an active, high volume day./liliTechnical aptitude and general experience troubleshooting hardware and software./liliIndustry-specific certification(s) such as A+, Network+, MTA, or HDI Desktop Support Technician./liliA natural desire to assist others and problem-solve/liliThe ability to make sound decisions quickly in a fast-paced environment/liliThe ambition and hunger to consistently exceeded customer expectations/liliA strong ability to communicate, both written and spoken, with technical and non-technical individuals./liliA strong intellectual curiosity./liliThe ability to gather and interpret relevant data and information to investigate and accurately triage issues./liliThe skills and training to use inductive reasoning, think analytically, and to confidently make decisions under time and client pressures./liliA strong work ethic, a strong sense of accountability, and the ability to be highly collaborative./liliExceptional organizational skills and self-motivation./liliAn innate ability to prioritize and effectively juggle multiple projects with high business priority.strongnbsp;/strong/li/ulpstrongJob responsibilities:/strong/pulliDiagnose and troubleshoot a broad array of network, and other technical issues that would require a basic understanding of hardware and software./liliComplete primary intake and initial triage of incoming calls./liliProvide excellent customer service through empathy, friendly demeanor, and following established quality assurance process/liliInput quality data in ticketing system, Salesforce./liliResearch hardware and software problems defined by customers and provide diagnosis and resolution/liliPerform basic walkthrough of configuration with the customer/liliUnderstand escalation process and perform escalation process in a timely manner/liliActively participate in team meetings to provide feedback and ways to improve efficiencies/liliCoordinate with hardware vendors on diagnosis and resolution of hardware problems./liliAccurately document worked issues and detailed steps for resolution when necessary/liliKeep abreast of software releases, new feature and functionality, and updated installation procedures/liliOther duties as assigned.strongnbsp;/strong/li/ulpstrongJob Requirements:/strong/pulliAt least an associate degree in technology, or equivalent./liliAt least one year of experience in a customer facing position and/or in the hospitality industry./liliAt least one year of experience troubleshooting and servicing basic hardware and software inquires./liliA familiarity in helpdesk ticketing and helpdesk processes./liliEither hands-on user experience and/or related experience in POS (Point-of-Sale), PMS (Property Management) software./liliIndustry specific certifications such as: A+, Network+, MTA, or HDI Desktop Support Technician are preferred, but not required./liliFamiliarity with troubleshooting software environments utilizing SQL is a plus/liliFamiliarity troubleshooting Windows Server./liliExperience using Salesforce is preferred, but not required./li/ulp
br /spanMust be willing to complete all license applications, background checks, security checks and/or any other documentation and provide copies of any identification documents required by any State, Federal or Tribal governmental agency to maintain compliance with their laws and to successfully perform in the role./span/ppspan
/span/ppspanThe information on this description has been designed to indicate the general nature and level of work performed by employees within this classification./spanspannbsp;/spanspannbsp;It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job./spanspannbsp;/spanspannbsp;Conditions may require the Company to modify this job description and the Company reserves the right to exercise its discretion to make such changes./span/ppspannbsp;/span/ppspanAgilysys is an equal opportunity employer./spanspannbsp;/spanspannbsp;In compliance with Federal and State EEO laws, qualified applicants are considered for all positions without regards to race, color, gender, religion, national origin, ancestry, place of birth, age, marital status, sexual orientation, disability, or veteran status./span/ppspanEEO/AAP Employer/span/ppspanM/F/V/D/span/ppspannbsp;/span/p
