HonorBuilt is an IT services company specializing in restaurants and other multi-location businesses. Services include technology roll-outs, hot spare programs, on demand site visits, NCR & SICOM certified help desk, and corporate IT support. We service national brands like Chick-fil-A, Krystal, Burger King, Popeye's, and Shane's as well as dozens of smaller local clients. Irrespective of size, we treat everyone with exceptional service.

We need talented troubleshooters with excellent communication skills who want to learn and advance their careers. The role requires a high touch and accurate responses to our national restaurant chains and their franchisees. On a daily basis you will handle a high volume of calls and emails, providing assistance for POS, IT and Networking issues. Our goal is to resolve problems and implement solutions on the first contact so our customers can get back to feeding hungry people!

ESSENTIAL DUTIES AND 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 & RPOS and others).
• Diagnosis and troubleshooting of networking issues, wired and wireless.
• Diagnosis and troubleshooting of Windows 7 and 10 Operating Systems.
• High touch communication with our customers is critical - keeping them informed of ticket progress, notifying them of impending changes or agreed outages.

ADDITIONAL DUTIES AND RESPONSIBILITIES:

• 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.

CANDIDATE REQUIREMENTS INCLUDE:

• A proven Customer Service background or Technical Support role in a 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.

Job Type: Full-time

Pay: $14.42 per hour