Job Summary: We are seeking a skilled and customer-focused Technical Support to deploy, integrate, and support our grocery loyalty platform across client servers and point-of-sale (POS) systems. This role is responsible for ensuring successful software installations, seamless system integration, and ongoing technical support for grocery retailers.
The ideal candidate is detail-oriented, technically proficient, and excels at troubleshooting complex issues in a fast-paced environment. Working closely with internal teams, POS vendors, and store personnel, this individual will ensure our loyalty solutions are implemented efficiently, perform reliably, and deliver an exceptional customer experience. Strong communication skills, a proactive approach to problem-solving, and a commitment to customer success are essential for this role.
Essential Functions:
- Deploy, Configure, Install our loyalty software on servers and POS Systems
- Investigate basic tier 1 support tickets and communicate clear and concise answers
- Learn and become proficient at all aspects of customer facing applications
- Create marketing coupons, emails, tasks, and campaigns and provide results using software
- Educate customers on how to use all applications and user interfaces
- Create self-help documentation / videos on how to use new or existing features
- Demo software / applications to customers
- Document and escalate to the Engineering team when a support ticket becomes a bug
- Communication and customer service in all areas: Email, phone, remote video calls
Qualifications:
- Strong troubleshooting skills with the ability to diagnose and resolve hardware/software issues.
- Familiarity with networking concepts (IP configuration, VPNs, firewalls).
- Excellent communication skills, both verbal and written, to work effectively with clients and internal teams.
- Thorough knowledge of windows operating systems and command line
- Ability to work in a fast paced and rapidly changing environment.
- Knowledge of SQL Databases a plus.
- Highly organized and ability to self-prioritize.
- Experience with remote desktop tools for troubleshooting.
- Quick learner
- Team player
- Professional experience working in a customer support or customer facing environment
- Grocery or Retail experience
Pay: From $35,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
Work Location: In person
