Specialist, Product Support II

General Purpose of the Job: Provide technical product support for proprietary hardware and software of our point of-sale terminal system, the QTpod M4000, via phone, email, and teleconference support. 

Essential Duties and Responsibilities: • Provide technical product support to our customers and product distributors. • Provide testing and validation of proprietary hardware and software as needed. • Assist customers with and train customers to use our online cloud-based terminal configuration and transaction monitoring software, Siteminder. • Troubleshoot complex technical issues to achieve resolution in a timely and efficient manner; potentially, this may require contacting part manufacturers or consulting with colleagues on a best-fit solution. • Analyze proprietary system logs to pinpoint root causes of customer issues. • Open, track and close work orders, ensuring issues are accurately documented. • Provide necessary documentation for shipping/receiving of repair/replacement equipment. • Provide technical and troubleshooting process documentation to customers and on-site personnel, as necessary. • Installation and service support of terminal setup and electrical wiring. • Acquire and maintain a basic understanding of credit card processing and provide customer setup and support through various merchant service providers. • Acquire and implement knowledge surrounding cellular modem connectivity in support of installed customer base. • Acquire and apply knowledge of a variety of mechanical and electronic fuel dispensers in order to assist on site installers over the phone or via video conferencing. • Provide after-hours on-call technical support to customers and product distributors on a rotating basis.

Minimum Experience: • 1-3 years working in a technical support environment. 

Minimum Education (including degrees, certificates, licenses, registrations): • Bachelor’s degree preferred but not required. Additional Knowledge and Skills: • Excellent troubleshooting and problem-solving skills. • Experience troubleshooting computer hardware and software. • Experience troubleshooting electronics and electrical and mechanical components. • Ability to deal with dissatisfied customers in a calm and professional manner • General mechanical aptitude and ability to read basic schematics and block diagrams. • Programming or software testing experience highly desirable. • Proficient in Microsoft Office, including Access, Excel, and Word.

• 1-3 years working in a technical support environment.
• Bachelor’s degree preferred but not required. 
• Following Certifications are preferred but not required.
• CompTIA A+
• Cisco Certified Network Professional (CCNP)
• Master Certified Electronics Technician (CETma) 
• Certified Network Computer Technician (CNCT)
• Cisco Certified Network Associate Security (CCNA)
• Excellent troubleshooting and problem-solving skills.
• Experience troubleshooting computer hardware and software.
• Experience troubleshooting electronics and electrical and mechanical components.
• Ability to deal with dissatisfied customers in a calm and professional manner
• General mechanical aptitude and ability to read basic schematics and block diagrams.
• Programming or software testing experience highly desirable.
• Proficient in Microsoft Office, including Access, Excel, and Word.

Note: Pay ranges vary based on multiple factors, including, without limitation, skill sets, education, shift worked, responsibilities, seniority, geographical market, merit, output, productivity, prior training or experience, and travel.  The pay range for this position is $25.74-$32.18 / hour.