SCOPE
This position provides accurate and timely technical support services for all network-connected VENU+ products, including our rental lockers, mobility products, and arcade devices.
Troubleshoots hardware/software and supports our customers through professional phone and email interactions.
Provides excellent customer service while finding and implementing technical solutions in a hospitality-based IT environment.
KEY RESPONSIBILITIES
Primary phone support for customers calling to the Technical Help line including during day and on-call shifts
Troubleshoot software and hardware issues on platforms used by our theme park and arcade customers
Monitors the Support email inbox, voicemails and creates tickets for Alerts (when applicable) and customer requests
Delivers outstanding service to internal and external customers
Provides customer updates according to current management standards on outstanding issues.
Updates call tickets, logs, and databases with detailed and timely information
Maintains Technical support documentation and assists in developing new material as required
Participates in the on-call rotation.
REQUIREMENTS
Fluent in and (speaking, understanding, and reading/writing)
Associate degree required with experience in installing, configuring, and repairing personal computers and related peripherals, or 3 years-experience in computer and electronic technical support, or a combination of these.
CompTIA A+ and Network + completed or in-progress are a major plus.
Customer service experience in a helpdesk or computer related environment
Advanced knowledge of Microsoft Office products (Outlook, Word, Excel)
Possesses problem-solving skills with knowledge of networking, desktop hardware and software
Experience troubleshooting various types of 5 and 12-volt circuits as well as RS-232 and RS-485 communications
Must be able to work independently and with other team members with little direct supervision.
Requires a close working relationship with: Site installation team, Field Support, Sales Management, Operations teammates, and Finance Group.
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