JOB DESCRIPTION

Support Technician - Level 1

Purpose

This position is responsible for providing level one technical support and troubleshooting to customers via live chat, email and phone channels.

Roles & Responsibilities

• Answer and respond promptly to inbound multi-channel support requests from customers and distributors for hardware, software and back-office systems
• Investigate, verify and isolate reported issues and causes
• Escalate support cases that cannot be resolved at Level 1
• Activate and deactivate terminals, SIM cards and EMV readers
• User admin support
• Send terminal configuration and UI changes
• Manage back-office configuration of terminals and users
• Assist customers with report building and scheduling
• Assist customers with coordinating parts order including identifying correct part numbers

Education and Experience:

• 2 to 4 year technical degree or equivalent experience
• 2 years’ experience in high-traffic customer service setting with multi-channel support

Other Skills and Requirements:

• Excellent verbal and written communication skills
• Strong problem-solving, troubleshooting methods, and research skills
• Ability to use web-based applications and MS Office products proficiently
• Experience and knowledge of programming, 12-volt DC electrical systems, solar charging systems and wireless modems desired
• Experience with electronic vending systems and credit card processing desired
• Available for rotating after hours/weekend and on-call shifts as needed

Job Type: Full-time

Pay: $20.00 - $25.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Schedule:

• Monday to Friday
• On call
• Weekend availability

Ability to commute/relocate:

• Moorestown, NJ: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 2 years (Preferred)
• Windows: 2 years (Preferred)

Work Location: One location