Software/Hardware Technician - Northwest Ohio, Indiana and Michigan

Create a positive customer support experience and build strong relationships through understanding problems, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers professionally., * Answer inbound service desk calls, and emails, while monitoring issue queues.

• Provide initial troubleshooting and clarification of issue or request
• Create and update incident records for tracking and documenting issues or requests
• Regular communication with customers, providing updates on open issues
• Categorize and prioritize issues and requests using defined standards
• Maintain resolution of 75% of all incoming calls without escalation to Level 2/Level 3 within established time limits
• Follow escalation processes for incidents requiring additional knowledge and expertise.
• Escalate issues not meeting the expected service level agreement for resolution.
• Monitors issues escalated to Level 2 to ensure timely resolution and maintain customer communication
• Use, update, and maintain knowledge-base documents and CRM.
• Validate and deliver solutions provided by Level 2/Level 3
• Provide after-hours support as part of the on-call rotation
• Provide feedback and recommendations to other internal teams to improve product delivery and reduce support requests
• Expand your knowledge of components, applications, and business activities to advance your abilities and responsibilities, graduating to a Level 2 position
• Repair, Test and Clean POS equipment after it returns from the field.
• Help maintain parts inventory.
• Perform field maintenance and service for RDS NC Customers.
• Testing new systems to ensure that they are in working order.
• Assembling products according to specifications, using hand or power tools.
• Preparation, configuration and installation of POS equipment.
• Receive incoming shipments daily (UPS, FedEx, etc.).
• Pass Michigan and Ohio Scale Certification.
• Provide on-site support and in-person problem-solving on customer “Live Days”.
• Maintain a position in the software on-call rotation.

Do you have experience in Microsoft Excel?, * Interpersonal skills

• Clearly communicate verbally and in writing with co-workers and customers
• Can handle high call volume and high-pressure situations
• Able to prioritize issues and activities effectively
• General IT proficiencies
• Troubleshooting and diagnostic skills
• PC hardware
• Operating Systems: Windows XP, 7, 8, Server 2003, Server 2008, Server 2012
• System and data backup, recovery, imaging
• Networking, routers, wireless access points
• SQL Database basics
• Office suite applications, email clients, browsers
• Security practices - passwords, firewalls, antivirus, and anti-malware
• Remote desktop support, FTP
• POS Systems - identify components, software applications and business activities for the following customer industries and platforms, * Grocery: 1 year (Preferred)
• Software Support: 1 year (Preferred)
• Hospitality: 1 year (Preferred)

Work Location: Hybrid remote in Fort Wayne, IN 46802

Pulled from the full job description

• On-the-job training
• 401(k)
• Health insurance
• Retirement plan
• 401(k) matching
• Paid time off
• Dental insurance, * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Retirement plan

Retail Data Systems is a small business in Portage, MI. We are challenging, fast-paced, rewarding and our goal is to Create a positive customer support experience and build strong relationships through understanding problems, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude..