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. Daily tasks involve handling high-volume calls and emails, resolving problems on first contact, and ensuring customer satisfaction. This role demands excellent communication, problem-solving, and technical skills. You will work in a 24/7 helpdesk environment, collaborating with a team to provide exceptional service. The position requires a proven customer service or technical support background in a call center setting.

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
• Must reside and be authorized to work in the U.S

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