Support Technician

Summary

Join HonorBuilt, an IT services company supporting restaurants, as a QSR System Support specialist. You will troubleshoot POS, IT, and networking issues for national restaurant chains and their franchisees, handling high call and email volumes. The role demands excellent communication, problem-solving, and a "can-do" attitude. You will diagnose and resolve issues related to Point-of-Sale systems (Aloha, SICOM, etc.), networking, and Windows 11 OS. Maintaining high-touch communication with clients and documenting processes are crucial. This position requires a proven customer service or technical support background in a 24/7 call center environment.

Requirements

• A proven Customer Service background or Technical Support role in a 24/7 Call/Contact Center
• Exceptional ability to research and troubleshoot technology problems
• Ability to prioritize and handle multiple tasks
• Excellent written and verbal skills
• Ability to adapt to changing procedures and equipment
• A successful background check, drug screening and technical interview

Responsibilities

• A “can do” approach for receiving customer issues through telephone, email and other avenues
• Diagnosis and troubleshooting issues for Point-of-Sale Systems (Aloha, SICOM and others)
• Diagnosis and troubleshooting of networking issues, wired and wireless
• Diagnosis and troubleshooting of Windows 11 Operating Systems
• High touch communication with our customers is critical - keeping them informed of ticket progress, notifying them of impending changes or agreed outages
• Improve customer service, perception and satisfaction
• Ability to work in a team and communicate effectively at all levels of the organization
• Escalate issues that cannot be completed within agreed service levels
• Document internal processes and procedures related to duties and responsibilities
• Responsible for full documentation of tasks, and meeting of commitments in ConnectWise
• Service awareness of customers’ key IT services for which support is being provided
• Interact with vendors to support hardware and software
• Learn and practice our Values