Customer/Technical Support Rep. - POS Systems

Panasonic Information Systems, a division of Panasonic System Solutions Company (PSSA), is an industry leading supplier of point of sale and drive-thru communication solutions for the hospitality industry. With core technology offerings engineered around open architecture and modular design, Panasonic point of sale solutions offer convenience, flexibility and lower total cost of ownership reflected in their new message, "the power to change". With nearly 30 years of industry experience, Panasonic has a long history as an innovator and supplier of reliable systems for quick service and high-volume restaurant applications. Based in Secaucus, NJ, Panasonic Corporation of North America is the principal North American subsidiary of Matsushita Electric Industrial Co., Ltd. of Japan, and the hub of Panasonic?s U.S. marketing, sales, service and R&D operations. Currently, the Panasonic Systems Solutions Company (PSSA) is seeking to hire a full time Customer/Technical Support Representative based out of our offices in Rolling Meadows, IL.BASIC FUNCTION: To provide quality technical support to ColdStone Creamery stores.ACCOUNTABILITIES: 1. Customer Support a. Answer incoming calls live from ColdStone Creamery Stores (clients, installers, corporate, sales)b. Maintain department voicemail for Cold Stone Creamery support requests and respond to customer callsc. Respond/resolve in a timely manner to e-mails requiring support requestsd. Connect with customer sites using dial up or high speed connectivity tools and resolve issues remotelye. Follow up on open tickets and ongoing issues in the call queuef. Provide status of current open or recently closed ticketsg. Act as the shift lead in lieu of other senior support team members i.e. early shift, second shift and weekends.h. Duplicate store issues on internal support systems.i. Meet published Average Speed of Answer targets.j. Meet assigned targets for hourly call closures.k. Accept escalations and provide guidance to Help desk agents when assistance is required.l. Escalate calls to appropriate team members or management if time based targets are not met or if call is unique in nature.m. Accept call escalations from Management and Corporate contacts.n. Maintain open and positive communication with clients, extended team members and management.o. Responsible for maintaining up-to-date skills required for all POS hardware and software supported in this arena.p. Participate with After Hours cell phone rotation for support or overflow. q. Work OT if call queue is not clear or required to complete current open tickets.r. Strict compliance with attendance and on time policies.s. Weekend and night availability for scheduled shift, backup coverage, weekend or holidays.t. Responsible for all ADMIN function related to Help Desk call.*Swap form creation and fax*OSS scheduling and follow up *Parts ordering *RMA generation *PC assignments *Generate and fax repair form2. Ongoing help desk improvement.a. Update internal knowledge base software and documentation.b. Assist in the design of new support procedures. c. Assist in the design and test of new support tools. d. Interact with engineering groups for general enhancements, client requests and market updates. 3. Onsite Supporta. Provide onsite support to customer store sites if the required for problem replication or resolution.4. Other duties as assignedPROBLEM-SOLVING/KNOW HOW:a. 3 to 5 years of POS or general electronic/computer related customer service experience via phone or customer site.b. 2 year associate degree in electronics or equivalent experience in quick service restaurant operations/management and/or restaurant POS Systems in a strong plus.c. High level of proven proficiency in Microsoft operating systems including, Windows NT and XP Pro. Microsoft Certification in XP and/or Networking is a strong plus.d. Experience with SQL, PC Anywhere, Internet Explorer and MS Office required.e. Excellent oral and written skills.f. Mechanical aptitude, ability to work with and modify hardware configurations.g. Ability to travel.COMMUNICATIONS:Ability to deal with customers of all temperaments.APPLY NOW: Candidates interested in this or any position with Panasonic should register and login at the Panasonic Career Center website below:www.panasonic.com/careers Job ID #: 15202For more information about PSSA, please visit www.panasonic.com/POS At Panasonic we offer competitive salaries and an excellent benefits package. We are an equal opportunity employer and maintain a drug-free workplace and perform pre-employment substance abuse testing. We are committed to creating a diverse work environment and proud to be an equal opportunity employer (m/f/d/v). Pre-employment drug testing may be required. Due to the high volume of responses, we will only be able to respond to candidates of interest. All candidates must have valid authorization to work in the U.S. Thank you for your interest in Panasonic Corporation of North America. https://recruiter.kenexa.com/panasonic/cc/CCJobDetailAction.ss?command=CCViewDetail&ccid=bupJEdUjsTs%3D&job_REQUISITION_NUMBER=15202