Job Summary

Provide friendly and knowledgeable remote support to ensure client success over a range of products, and environments using a variety of tools, software, and critical thinking skills. This position requires individuals to be extremely self-motivated and possess the ability to take ownership in a non-scripted remote support environment.

Job Duties and Responsibilities

Operations Support

Field support requests from clients via phone/email and track via ticketing system

Remotely troubleshoot software and hardware challenges via support channels and administrator tools such as TeamViewer and MDM software

Resolve client challenges involving TEZ software such as functionality and configuration

Test, clearly communicate, and track escalated challenges

Learn, train, and support TEZ reporting functionalities

Manage ad hoc projects involving operational needs, both independently and in a group setting

Collaborating with clients and interdepartmentally to apply best practices for accounts

Provide support during scheduled after hours and weekend rotation

Cross train with internal departments to advance operational knowledge

Hardware Support

Build out devices to settings specifications (mobile phones and tablets)

Handle inbound and outbound hardware shipping needs

Perform basic hardware repair and parts replacement

Mobile Device Management (MDM)

Managing devices via MDM

Install and uninstall MDM from hardware

Help customers track lost device within MDM

Test and set up new devices to be deployed to the field

Perform monthly and quarterly audits on device and supply inventory

Education/Experience:

Fluent English and Spanish (Strongly Preferred)

High School Education or Equivalent (Required)

Three (3) Years Customer Support experience (Required)

Experience in Hospitality Operations (Preferred)

Skills and Experience:

Computer proficiency and technical aptitude with the ability to utilize MS Office (Word, Excel, & PowerPoint) and other various Business Applications

Intermediate to advanced experience with G Suites (Google Apps for Work)

Possess in depth knowledge of Android OS

Previous experience with logging and tracking electronic assets

Previous experience in shipping and/or logistics

Eagerness to resolve challenging problems

Team player

Exceptional analytical and organizational skills

Ability to effectively plan, set priorities, and manage several complex projects simultaneously while working under pressure to meet deadlines.

Exercise good judgment and use discretion

Must be reliable, dependable with excellent attendance, flexible and versatile

Must be confident and capable when communicating inside and outside the company

Strong attention to detail

Ability to prioritize and multitask

Ability to thrive in a fast-paced environment

If you describe yourself as an enthusiastic team player who is willing to make a significant contribution to our organization, we invite you to apply for this exciting career opportunity.