Software Support Technician - Tier 2
Point of Rental
Software Support Technician - Tier 2
Point of Rental provides effective rental software by offering innovative products to our customers. Point of Rental takes pride in our customers and helping them reach their business goals. Here we empower you, give you the freedom, and flexibility to take on new challenges. We build the best quality software that impacts customer lives daily. We are more than just a software company; we have a passion to positively impact and give back to communities near and far.
Point of Rental has been honored as one of Inc.500's Best Places to Work in 2024! This recognition highlights our commitment to fostering a positive and engaging work environment.
Role Description
As a Software Support Technician - Tier 2, you will be supporting customers using Point of Rental software. The primary role of the Tier 2 Support Tech is to deliver an awesome experience to our customers. A qualified Technician thrives on going above and beyond on every interaction and will be the primary voice of POR to our customers.
Key Responsibilities
Advanced Troubleshooting: Diagnose and resolve complex software issues that Tier 1 support cannot handle, utilizing in-depth technical knowledge and analytical skills.
Technical Support: Provide support for software applications, including installation, configuration, and upgrades. Address bugs, performance issues, and user inquiries. Respond to customer requests for assistance.
Use knowledge and skills to address customer's needs and resolve basic problems within existing specifications and defined standards.
Provide an exceptional customer experience demonstrating excellent communication skills, responsive follow through, and advocacy for customer issues within the support team and other internal departments.
Provide thorough and complete case notes and documentation of customer issues.
Analyze customer problems and research solutions using the base knowledge of the software.
Diagnose customer issues through process of elimination by asking probing questions.
Document issues appropriately based on existing guidelines.
Escalation Management: Act as a point of escalation for Tier 1 support staff, ensuring that issues are resolved in a timely and efficient manner.
Collaboration: Work closely with development teams to identify and address software issues. Provide feedback for continuous improvement.
Training and Mentoring: Assist in training Tier 1 support technicians and contribute to the development of support documentation and knowledge base articles.
System Monitoring: Monitor software performance and stability. Implement proactive measures.
Education & Experience
Essential qualifications:
Experience: Minimum of 5 years of experience in a software support or technical support role, with a focus on Tier 2 or higher-level support.
Technical Skills: Strong knowledge of software troubleshooting techniques, operating systems, and applications. Experience with SQL. Experience with servers and on premises software.
Education: Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience preferred.
Desired qualifications:
Experience in the Rental Industry
Experience using Point of Rental Software Syrinx