Technical support agent job description

Job DescriptionWe're looking for team members who possess a high value on customer service, relationship building, and have a sense of urgency with helping clients. If you are interested in being able to work with the great people of the hospitality industry, but in a more technical role, please continue reading...

Do you enjoy helping others and working in fast paced environment? We're looking for team members that possess positive attitudes, are technical minded, and willing to grow personally & professionally to join our growing team. If this sounds interesting, keep reading...

Technical Support Agent will be required to assist end users of Point-of-Sale/IT Solutions for hospitality establishments by providing exceptional technical support which requires technical skills, excellent communications, troubleshooting methodology, and superior customer service skills.
*Other duties may apply as requested by management.


Job Responsibilities
Provide technical support for Point of Sale/IT Solutions to end user Take inbound technical support requests via phone, email, or directly from co-workers Open and maintain Service Orders through to completion Use troubleshooting skill-set to provide effective and efficient technical support to customers Offer technical support assistance to fellow agents Train end users as questions arise Maintain ongoing/daily communication with the customer until issue is resolved Communicate resolutions to primary point of contact at customer's site or management team Properly close Service Order completing with all necessary information Keep current with all company email communications Seek out and/or accept ongoing learning opportunities Adapt to changing technologies, solutions, and duties at any time.
*The company reserves the right to add or change duties at any time.


Job Qualifications
Experience
1-2 years of technical support operations (and/or), 1-2 years of restaurant management operations (and/or), 1-2 years of IT troubleshooting Requirements Availability to work 1st, 2nd, and/or 3rd shift Availability to work Weekend Call Rotations Ability to work with End User and Co-workers Ability to achieve a thorough knowledge of Point of Sale


Skills
Align with the company's core values Service, Urgency and Relationships Motivated to serve co-workers, customers, vendors, and community Act with a true sense of urgency in all situations Responsible for cultivating lasting relationships, positively impact others Dependable Strong interpersonal skills Ability to multitask Ability to collaborate with coworkers of all levels Active listening Active learning Technical troubleshooting skill sets Excellent customer service skill sets High attention to detail Ability to use knowledge-base & other software tools/applications to provide technical support Ability to clearly communicate via phone Ability to clearly communicate via written response Ability to work well in a team atmosphere Ability to take direction from management General knowledge of Point of Sale Systems General knowledge of firewalls, switches, and routers


Desired Skills
HDI Certification ITIL Certification Restaurant Management


Career Paths include, but not limited to.
TSA II Customer Account Manager Installation Technician Menu Maintenance Technician IT Security Analyst & More

Current Employees:
If you are a current employee at Ryder (not a Contractor or temporary employee through a staffing agency), please click here to log in to Workday to apply using the internal application process. To learn how to apply for a position using the Career worklet, please review this quick reference guide.

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You are the driving force behind our company.Start your career with Ryder today!

SummaryThe Maintenance Technical Support Coordinator IV position is responsible for taking complete ownership of all Tier 2 emergency roadside cases, from start to finish. This position has the authority and autonomy to determine whether we send an internal technician for call out or send the work to a third party. The function of this position is to resolve technical related problems on Ryder lease or contract vehicles stemming from manufacture quality, engineering shortcomings, manufacturing defects, misapplication as well as general reliability, durability or other operational issues. Using strong maintenance knowledge and various proven problem solving processes, they will address and resolve customer roadside unit breakdown or system failure issues via telephonic communication with customers in breakdown situations, identifying and executing the best course of action to resolve the issue or problem and will as a result, improve the customer experience with quick uptime results.Essential Functions
Assess research, trouble-shoot and remedy vehicle roadside breakdowns handled through Ryder Customer Response Center (RCRC) with full autonomy of decisions related to cost and responsible to improving customer uptime Assist with follow ups, escalations, service provider interactions in partnership with RCRC agents and leadership. Provide periodic summaries and analysis to the maintenance team to improve breakdowns, OEM quality, and warranty issues.Provide updated technical knowledge to the maintenance team, including OEM provided information, internal technical training, technical bulletins, info Center and other sources for training and development.Mentor the Tier 1 call center team. Provide status updates, participate in other meetings, and provide periodic training.
Additional Responsibilities
Performs other duties as assigned.
Skills and Abilities
Highly technical skills with expertise experience related to Ryder fleet assets Expertise in refrigeration, lift gate, electrical, after-treatment systems, OEM platform and Ryder technical certifications/qualifications (PM, Brake, Tire & Wheel, A/C, Battery Charge & Check, etc.) Ability to elicit and understand detailed descriptions/communications from customer drivers and/or dispatchers related to unit issues/breakdown detail Ability to communicate and direct recommendations for driver initiated “fixes” to units based on the diagnostic communications in a safe and clear manner; Strong interpersonal, listening and analytical communication skills Ability to identify and communicate necessary technical needs and required tools to address the mechanical issues relayed from the driver Working knowledge of vendor recommendations related to specific customer unit breakdown needs based on equipment and part needs Ability to analyze and recommend out service/towing solutions vson-call mobile technician Ability to diagnose, recommend and communicate mechanical and electrical repair recommendations with minimal (if any) support utilizing diagnostic and technical expertise experience; Must possess demonstrated analytical and repair skills in overall vehicle maintenance Active learner and ability to stay abreast of new product and technology advancements in the industry by participating in training opportunities to maintain technical expertise related to new and changing unit technology Ability to speak, understand, read and write EnglishAbility to speak, understand, read and write Spanish (preferred) Ability to calmly manage and influence high pressure environment in addressing critical customer breakdown issues; establish and maintain strong relationships in times of crisis Possess basic computer skills including Ryder systems including the ability to operate automated shop computers and diagnostic testing equipment Must be available to work alternate shifts/schedules including evenings, weekends and on-call as needed
Qualifications
H.S. diploma/GED required Vocational or Technical Certification preferred -ASE certifications Five (5) years or more working in a Ryder Operations (shop) environment preferred Two (2) years or more in Ryder operations direct customer service exposure preferred Four (4) years or more in transportation maintenance required Two (2) years or more in technical diagnostic and customer resolution exposure related to most major vehicle/engines in Ryder fleet required ASE Certifications
Travel - None (POSITION IS REMOTE) DOT Regulated - No

Also: Salary is determined based on internal equity; internal salary ranges; market data/ranges; applicant's skills; prior relevant experience; certain degrees or certifications, etc. The rate for this position ranges from $24.00 to $27.00 an hour. Salaries may be supplemented with commissions as applicable and/or as business conditions allow.

Job Category
Customer Service

Ryder is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

Job Seekers can review the Job Applicant Privacy Policy by clicking HERE.

PAR invented the first standalone point of sale terminal over 40 years ago, yet we operate much like a start-up at the forefront of restaurant technology. Today, our solutions span Customer loyalty, engagement, restaurant management, payment services, drive-thru, and full POS integrations. These solutions are used to serve tens of millions of guests every day in over 120 countries.

Our mission is to build the number one restaurant technology company in the world and we're off to great start.

We believe that our ambition is only limited by our ability to attract and retain great people; people who are up for the challenge to change the game with us! If it sounds like you belong here, we should meet!

Position Description

Our New Hartford Call Center is looking for a career-driven individual who likes a fast-paced support roll. This is an entry level position with a lot of room for growth and upward mobility. We promote from within, so this is a chance to get in on the ground floor and work your way up. If you like working with computers, customer service and a fast-paced work environment, please apply!

Shift:

#2 Monday-Friday 2:30pm-11:00pm ET

#3 Monday-Friday 6:00am-2:30pm ET

Why We Need You

• Provide first level problem solving for Point of Sale hardware and software, including, but not limited to, operational and technical problems
• Utilize service management systems gathering and maintaining service incident data
• Contribute to the knowledge management system and adhere to and continually review published escalation and work flow procedures based on ISO 9000
• Ability to work a variety of shifts, including weekends and holidays, perform to defined standards, carry out special work assignments, and meet all conditions of employment
• Work in a team environment participating as a team member, focusing on continuous improvement and total customer satisfaction
• Perform customer service administrative task as assigned and understand customer database and processing customer part requests
• Decisions are limited and routine for which clearly defined procedures are documented
• Must display genuine concern and ownership for customers' situations
• Exercise sound judgement and analytical skills in determining a resolution to problems
• Provide and obtain general information which is technical in nature
• Work with moderate supervision
• Additional contacts are PAR and third-party service management and field engineers

What We're Looking For

• A minimum of one-year Customer Service experience. Helpdesk experience preferred.
• Problem solving, communication skills, typing, and basic Windows computer knowledge is required.
• Networking experience is desired.
• AAS degree in electronics technology, computer science, or its equivalent is a plus.
• A+ certification and Microsoft certifications are also a plus

PAR is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. We also provide reasonable accommodations to individuals with disabilities in accordance with applicable laws. If you'd like more information about your EEO rights as an applicant, please click here.