Technical Support Analyst
Qualifications:
• Bachelor's degree, preferably in a related technical field (Engineering, Mathematics, Computer Science)
• Strong technical and analytical skills
• Excellent verbal/written communication skills
• Knowledge in 4th GL languages and webservice technologies i.e. Java/Visual Basic, HTML/PHP, XML/XSL
• Database (SQL, RDBMS) knowledge
• POS systems experience a plus
• 2-5 years Technical Support/Customer Service experience
• Bilingual in Spanish and English a plus
• POS Systems experience a plus
Job Duties:
The Technical Support Analyst is a critical customer service role, working internally across the company, including R&D, QA and Support, as well as externally with customers and channel partners to coordinate and drive the resolution of reported issues, provide timely and accurate updates regarding these issues, and provide status to senior management. Your primary role and responsibilities include, but are not limited to the following:
* Provide technical support via phone, e-mail and remote access for EMN8 proprietary hardware and software solutions
* Document all support inquiries in the support database in a clear and concise manner
* Follow up to ensure issue resolution and customer satisfaction
* Manage support issues and identify/document critical issues and trends
* Coordinate to drive issue resolution of reported issues
* Create, edit and review technical knowledgebase materials for support use as part of issue resolution.
* Install and confirm customer updates via remote access in a timely manner as required.
* Provide 24/7 on call support on rotation, including weekends and holidays as required.
* Other duties as assigned or directed
Responsibilities:
As a Technical Support Analyst, you will be responsible for assisting customer and channel partners with product technical troubleshooting for reported issues. Primary role is to coordinate issues and facilitate issue prioritization and status. The Technical Support Analyst will also troubleshoot on issues around connectivity, platform/software configurations or integrations as well as end user training support for standard policies and procedures for kiosk operations and maintenance.The Technical Support Analyst will provide customer facing and technical feedback into internal systems to help our teams operate more efficiently and drive the product´s capabilities to a higher level.
Physical Demands: This job requires no extraordinary physical demands.
Travel: This job does not require travel on a regular basis.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
About EMN8
EMN8 (a pre-IPO Company) is the market leader in self-service solutions for Quick Service Restaurants (QSR), Fast Casual Restaurants (FCR) and other retail environments. We provide a full solution -- software, hardware, enterprise tools, content and media management, support and analytics. Our solutions drive revenue and business outcomes, build the brand, increase loyalty and delight customers. We are a venture backed, start-up with world-class customers, investors and strategic partners, recently chosen for the Red Herring 100 and Red Herring 100 International. What We OfferInnovative and collaborative environmentAdvanced technology -- consumer facing front-end with complex, enterprise back-end.
• Opportunity to learn from industry trendsetters
• Results driven culture
• Professional development
• Fun environment
• Cash compensation which rewards contributions and results
• Comprehensive benefits platform
• Equity
If you meet these qualifications, send your resume to:jeccles@EMN8.com
Please enter Technical Support Analyst in subject line. Principals only.
No calls please.
EMN8 is proud to be an Equal Opportunity Employer.
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