eService Support Technician

E-Services Support Technician

 

Radiant Systems, Inc. helps companies improve product profitability, employee productivity, and customer service through use of innovative technology. Radiant's mission is to enable businesses to achieve operational excellence through intelligent technology. To accomplish this mission, Radiant combines powerful technology platforms, deep industry knowledge, and strategic partnerships to deliver strong returns on systems investments for companies ranging in size from single site operators to multinational corporations.


GENERAL POSITION SUMMARY:

 

A Level Two Enterprise Support technician provides professional, courteous and prompt second level technical support via the telephone and incident queue for Enterprise products. This includes problem definition, prioritizing, analysis, recreation, resolution, and escalation as needed. This position is the second level of escalation from the Level One group, and exists to ensure client satisfaction by providing answers and resolution to incoming problems in a timely and effective manner, or escalation to the team that can do so.


ESSENTIAL FUNCTIONS:

 

·  Take ownership for resolving client support issues from case logging through management of escalation or resolution

·  Utilize tools and documentation provided as necessary in resolving technical issues or reproducing problem cases.

·  Respond to client cases and field inquiries in a timely and effective manner by answering known questions and reproducing straightforward technical problems.

·  Effectively use escalation procedures as necessary.

·  Be an advocate for providing satisfaction to Radiant clients by maintaining a pro active approach with clients.

·  Learn new Enterprise products and diagnostic tools and share knowledge with others.

·  Provide feedback on product and/or process initiatives developed in other areas

 

SECONDARY FUNCTIONS:

 

·  Facilitate issue resolution by leveraging internal experts when necessary

·  Provide feedback on product and/or process initiatives developed in other areas

·  Regular, reliable attendance is required

·  Other job related duties as assigned

 

REQUIRED SKILLS/EXPERIENCE:

 

·  Solid work history required

·  Minimum 2 years technical experience, restaurant industry preferred

·  Previous help desk or computer support experience required

·  Previous networking experience desired

·  Previous remote desktop experience desired

·  Previous SQL query experience helpful

·  Must be able to work independently

·  Strong oral and written communications skills a must

·  Ability to multi-task desired

 

 To apply, please visit our website at www.radiantsystems.com.