Essential Duties & Responsibilities:
Maintains a strong working knowledge of supported products and continually strives to enhance knowledge through ongoing training, reading, and participating in projects and improvement initiatives.
Gathers, prioritizes and responds to customer issues by phone, email and remote support tools.
Utilizes product knowledge to describe functions, features and details to customers remotely.
Promptly resolves customer technical issues to the customer’s satisfaction per company procedures and standards or escalates problems to higher tier, management or development as needed.
Create and maintain knowledge base to troubleshoot/service end-user reported problems and requests.
Investigates and fixes issues related to hardware communication and data transfers between company products and customer equipment.
Assist with installation of other devices that communicate with Petrosoft products.
Assists with researching and gathering information for troubleshooting hardware and software issues.
Performs administrative duties, reports and special projects associated with Technical support.
Additional and/or Specific Skills:
Clear communication skills in written and oral form.
Customer relationship management.
Experience with Microsoft Office, Salesforce, Jira, GoToMeeting, GoToAssist, preferred.
Associates degree or equivalent work experience.
Prior call center/support experience in an IT or technical field preferred.
Retail industry knowledge preferred.
IT Business Analysis/Research or similar experience helpful.
Exposure to call center noise.
Sitting for long periods of time.
Medium to heavy phone exposure.
Occasional travel (up to 10%) for on-site support services.
Clean driving record and a personal vehicle is required for travel purposes.
NOTE: THIS IS NOT A REMOTE POSITION. Position is based in Greentree, PA.