The Technical Support Specialist 1 is responsible for supporting our customers in their technical needs, questions and issues. The specialists receives, records, and reconciles the end-user&aposs technical questions on use and implementation of computer products in a timely and professional manner. Job Description: Create, manage, and monitor tickets for incoming customer inquiries, issues, or service requests. Provide first-level support for Point-of-Sale hardware and software, resolving operational and technical problems for customers and technicians. Identify and escalate complex issues to the relevant departments within the organization, ensuring swift problem resolution. Create and send emails to update customers and the internal team on the status of tickets, ensuring clear and effective communication. Utilize service management systems to gather and maintain service incident data, contributing to the knowledge management system. Work as an integral team member, focusing on continuous improvement and total customer satisfaction. Perform customer service administrative tasks as assigned, including understanding customer databases and processing customer part requests. Display genuine concern and ownership for customers' situations, exercising sound judgment and analytical skills to determine effective problem resolutions. Provide and obtain technical information, continuously seek out and accept ongoing learning opportunities, and adapt to changing technologies and solutions. Document all customer requests and interactions in the CRM or applicable tools for tracking purposes. Qualifications: Clear and coherent in both written and verbal communications skills to efficiently create and send updates via email and for interacting with both customers and internal teams. Adept at troubleshooting technical issues, finding solutions, and guiding customers or technicians through problem resolution. Ability to work effectively within a team is important, as the role may involve collaboration with other support specialists and departments. Keen eye to details, to accurately document issues, and ensure that tickets are managed and closed with precision. Effective time management is crucial to prioritize and manage multiple support tickets efficiently, ensuring timely resolution. Adaptable and willing to learn new technologies and processes is valuable in this role. Ability to build rapport with customers to provide positive support experience. Show more Show less