HELP DESK TECHNICIAN

At MAPS, our Customer Service Technicians are the first point of contact and a critical connection between our customers, field technicians, and internal teams. If you enjoy solving problems, learning new technology, and making a real difference for customers every day, this role offers a rewarding opportunity to grow your skills in a fast-paced, supportive environment., As a Customer Service Technician, you will play an essential role in ensuring smooth operations and excellent customer experiences by:

• Handle inbound and outbound calls with customers and field technicians to diagnose technical issues and deliver timely support solutions.
• Record and maintain detailed documentation for point of sale system installations, customer troubleshooting interactions, and incoming purchase requests.
• Coordinating the return and tracking of loaner equipment
• Creating and managing customer supply order tickets
• Maintaining up-to-date customer and store records
• Supporting additional tasks and projects as assigned by management

Standard Shift Hours (which could vary as needed)

• 1st Shift - 8:00 am to 4:00 pm
• 2nd Shift - 4:00 pm to Midnight
• 3rd Shift - Midnight to 8:00 am

Work Environment:

• Fast-paced office setting with frequent interaction via phone, email, and chat
• Primarily sedentary role; approximately 80% to 90% of work performed at a desk or computer workstation
• Extended periods of screen time and computer use are required
• Occasional lifting or moving of equipment (up to 25 lbs.)
• Multitasking and prioritizing in time sensitive situations are common
• Collaboration with internal departments and team members

Note: The above job description is intended to describe the general nature and level of work being performed by individuals assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required. Management reserves the right to modify, add, or remove duties and to assign other duties as necessary.

We’re looking for motivated individuals who are dependable, detail-oriented, and eager to learn.

Educational & Legal Requirements:

• High School Diploma or GED Equivalent
• QSR and/or technical computer training is a plus, but not necessary
• No felony convictions for 5 years prior to application

Required Skills & Abilities:

• Strong attention to detail and organizational skills, ensuring accuracy and efficiency.
• Requires strong data entry skills using the company’s proprietary software
• Working knowledge of Windows and Microsoft Office software products.
• Basic knowledge and understanding of computers, hardware/software terms
• Excellent verbal and written communication skills.
• Strong interpersonal skills
• Strong troubleshooting and problem-solving skills
• Ability to work well in a team environment and independently
• Ability to be sedentary for up to 8 hours per day
• Regular in-person attendance is required
• Ability to work occasional weekends and holidays

Preferred Experience and Skills:

• Previous Help Desk or Technical Support Experience preferred, but not required
• Experience working in a fast-paced customer service environment, such as fast food (QSR) or retail
• Computer Assembly/Disassembly knowledge
• Bilingual