GENERAL FUNCTION:
This position will promote and maintain a high quality, professional, service-oriented Pomeroy Way image while working directly with product end-users, quality assurance testers, developers, and project managers in troubleshooting customer issues.
Serving as a point-of-contact for escalated end-users POS software support, the Support Specialist will analyze and pin-point issues/defects and demonstrate a strong conceptual knowledge of POS software support and testing. Works to ensure they are handling 95% of all support issues ensuring ownership of issue to resolution and maintaining needed communication between Support, QA, Development, and Customer teams. Is an individual who thrives in a team environment and works exceedingly well with others as well as strives to mentor team members whenever possible.
MINIMUM REQUIREMENTS:
- BA/BS degree in computer science, business or related study or a technology related technical degree or certification.
- 5+ years software support experience.
- 5+ years progressive Retail or IT industry experience; retail preferred.
- Proficient skills, experience, and ability with Microsoft Office Applications
- Advanced level skills/knowledge - 4690 OS, Windows, DOS, Linux and Software support center, QA operations and IT/networking experience
PHYSICAL DEMANDS AND WORKING CONDITIONS:
- Prolonged use of a computer while sitting at a desk in a general office environment
ADDITIONAL REQUIREMENTS:
- Must have strong communication skills (listening, verbal, and written) and ability to organize and use information provided by client, team members or management effectively.
- Strong problem-solving skills and ability to diagnose and articulate client problems and resolutions.
- Drive and desire to work with and support other members of a development support team
- Excellent leadership and facilitation skills.
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Skills Required
- BA/BS degree in computer science, business, or a related field, or a technology-related technical degree or certification
- 5+ years of software support experience
- 5+ years of progressive retail or IT industry experience; retail preferred
- Proficiency with Microsoft Office applications
- Advanced knowledge of 4690 OS, Windows, DOS, Linux, software support centers, QA operations, and IT/networking
- Strong written, verbal, and listening communication skills
- Strong problem-solving skills and ability to diagnose and articulate client problems and resolutions
- Ability and desire to support development support team members
- Excellent leadership and facilitation skills
What We Do
Technology is mission-critical to your business so it must work — continuously. That’s why Pomeroy is always working. Everything we do — every assessment, every equipment procurement, every service outcome — is focused on keeping your organization running smoothly and staying productive. Your dedicated Pomeroy team carefully monitors your workplace so we not only optimize efficiencies but also pre-empt issues before your work is interrupted. We’re where you need us, ensuring business continuity often before the effects of an issue are ever felt. When something does happen, we immediately jump in and get your business technology back to full speed. You can be confident that a Pomeroy partnership brings the right level of tailored IT support specific to your business. And as your business grows and the world changes, we help evolve your IT capabilities so your business runs non-stop into the future.
