The Support Specialist is responsible for promoting and maintaining a high-quality, professional, service-oriented image consistent with The Pomeroy Way. This role is a key point of contact for escalated end-user support related to POS (Point of Sale) software. The individual will work closely with end-users, quality assurance testers, developers, and project managers to troubleshoot, analyze, and resolve software issues and defects.
The ideal candidate will have a strong conceptual understanding of POS software support and QA testing processes. This individual will demonstrate ownership of 95% of support issues from initial contact through resolution while maintaining open lines of communication across Support, QA, Development, and Customer teams. Success in this role requires a team-oriented mindset, excellent communication skills, and a desire to mentor peers.
Key ResponsibilitiesServe as the escalation point for end-user support related to POS software systems.
Troubleshoot, analyze, and diagnose software issues; identify root causes and recommend solutions.
Maintain strong working relationships and communication with QA, Development, and Customer teams.
Ensure timely resolution of support issues while meeting or exceeding service-level expectations.
Mentor team members and promote knowledge sharing within the support team.
Uphold the company’s commitment to quality and customer satisfaction through proactive and professional interactions.
Bachelor’s degree in Computer Science, Business, or related field; or a technical degree/certification with equivalent experience.
Minimum 5 years of hands-on Software Support experience.
5+ years of progressive experience in the Retail or IT industry (Retail preferred).
Advanced knowledge of operating systems including:
IBM 4690 OS
Windows, DOS, Linux
Strong understanding of software support centers, QA operations, and IT/networking environments.
Proficient in Microsoft Office applications.
Exceptional communication skills (listening, verbal, and written).
Strong organizational and analytical problem-solving abilities.
Ability to effectively diagnose and articulate client issues and solutions.
Demonstrated leadership and facilitation skills.
Team player with a passion for collaboration and supporting others.
This position requires prolonged use of a computer while seated at a desk in a general office environment.
#LI-JM1
Top 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.
