Senior Subject Matter Specialist


Summary:

The Senior Subject Matter Specialist is a trusted advisor and provides clients with phone, remote control and on-site software and hardware support. They are responsible for staying up-to-date with new software features, hardware devices, and custom modifications.  Specifically they are responsible for:

Responsibilities:

  • Execute complex scheduled and unscheduled Support Tickets quickly and efficiently while maintaining excellent communication with the customer
  • Mentor technical team by providing advice and/or resolution of Escalations, and by providing documented work arounds.
  • Keep the customer and technical teams informed by producing, distributing and updating ticket system articles and solutions, including work arounds.
  • Gather data and perform diagnostics using database, application and operating system tools
  • Manage escalations to engineers, developers, vendors, and contractors
  • Perform duties outside of standard technical support including but not limited to web-based or in person training, remote or on-site installation of hardware and software, upgrades and service packs and customizations utilizing Crystal Reports
  • Provide updates to stake holders on critical escalations as directed
  • Provide feedback to other RCS units to improve systems
  • Adhere to change control policies

Standards of Performance:

  • Exceptional customer service skills, and a strong phone presence
  • Open minded, friendly, strong work ethic, self-motivated
  • Strong written communication
  • Eager and willing to learn, mentor
  • Excellent time-management skills, ability to use and manage time tracking systems
  • 3-5 years retail experience and knowledge or point of sale software and operations

Qualifications:

Technicians must have a proven and strong working knowledge of computer software and hardware, including but not limited to:

  • Microsoft Operating Systems, SQL server and Internet Fundamentals
  • Knowledge of CounterPoint point-of-sale software and operations, inventory procedures, ordering, promotions, general clerk details open and end of day procedures. NCCI (NCR Counterpoint Certified Installer) preferred
  • High School Diploma or higher
  • Comp TIA+, Comp TIA Networks +, Comp TIA Security +, Cisco CCENT, Microsoft MTA
  • 3-5 years direct Customer Support via phone in a technical capacity
  • Database structure, Microsoft SQL and Crystal Reports
  • Network troubleshooting, working knowledge of computer hardware installation and set up.
  • Working ability in Quickbooks and other accounting software packages. General accounting knowledge is a plus.

Requirements:

  • Exceptional customer service skills and a strong phone presence
  • Open-minded, friendly, strong work ethic, self-motivated, proven time-management skills
  • Strong written communication
  • Ability to quickly, accurately, and creatively solve problems
  • Eager and willing to learn, willing and available for intermittent travel
  • 1-3 years retail experience at a managerial level.

Working Conditions:

  • Located and able to work in the US from an RCS-based office space in NH or CO
  • Working from general office desk, talking on the phone 70% of the day, working on a computer 90% of the day

Reports to Business Operations Manager
Work hours:  Hours TBD based on needs

Please send your resume and a cover letter to lalbert@retailcontrolsystems.com