Customer Support Technician

Full Time/Remote 

 

Position Summary 

The Customer Support Technician is responsible for professional interactions with customers on behalf of Emporos Systems Corporation. The Customer Support Technician responds to client issues with regards to our point of sale software and any corresponding hardware.  

 

Essential Role and Responsibilities

  • Troubleshoot all incoming issues related to Emporos software
  • Provide excellent technical support and service to our customers, via email, phone, and chat
  • Use consistent troubleshooting techniques to quickly and efficiently identify the source of customer issues and provide a prompt and appropriate solution
  • Collaborate with fellow team members on researching issues
  • Contribute internal and external knowledge base articles on resolution of issues for future use
  • Properly document and track customer issues and resolutions
  • Liaise with team leaders to best handle day to day situations to better customer experiences
  • Communicate with relevant staff members regarding current and ongoing customer and product issues
  • Willingness to travel up to 10 percent
  • Handle miscellaneous duties and responsibilities as defined by management

 

Preferred skills:

  • Professional Customer Service - Able to speak professionally and respectfully with all customers in various stressful situations
  • Root-cause Analysis - Able to look in the multi-level logging to find core issues to resolve and/or document the issue
  • Effective Investigative Questioning - Able to ask pertinent questions to find all necessary information to resolve the situation as quickly and effectively as possible
  • Multiple Systems Analysis - Ability to traverse multiple platforms in your investigations ranging from a Windows Server to the iOS platform
  • Knowledge of the following systems:
  • Microsoft Server 2012 to 2019
  • Microsoft SQL Server 2012 to 2019
  • Understanding of SQL Databases and SQL queries
  • Office 365, Zendesk, Atlassian, Salesforce, Beyond Trust Remote Software
  • Windows 7 to 11, iOS 

 

The Benefits:
  • Unlimited PTO
  • 401k with matching contribution 
  • Remote-friendly environment                                                                                                                                                                                                        
  • Employer sponsored healthcare+HSA funds
  • Maternity and paternity paid leave
  • Financial support for professional development
  • Wellness reimbursement for mental and physical health 
 

We embrace an inclusive and diverse place where everyone feels happy, fulfilled, respected, comfortable, and welcome. Come join us, have fun, and let's build great products together. 

To apply, send your resume to careers@emporos.net. We are always looking for great people to add to our team.