Full-Time Customer Support Representative – Level II

SkyWire products are currently being utilized all over the world, from hospitality, to gaming, to health care facilities, and beyond, a truly global company that is just getting started. We are proud to offer our employees a small, fast paced, and inviting setting where everyone’s input and involvement are highly valued. If you desire a work environment where you really matter, where your contributions have a direct impact on not only your own personal success but the success of the company, we invite you to read more about this or other job opportunities and contact us to discuss further.

A Customer Support Representative – Level II is responsible for providing prompt and friendly customer support and escalation for all SkyWire hardware and software. When level one can no longer troubleshoot or investigate, level two will spend more time doing so with their additional technical knowledge.

Essential Duties and Responsibilities

  • Answer incoming calls to the support department at any available time, be logged into all necessary support programs and be ready to accept phone calls at the beginning of shift ie. Help Desk, Screen Connect, etc; responsible for making sure the phone is being manned at all times including when leaving for breaks, meals, and end of shift
  • Providing excellent customer service; maintain a friendly and empathetic tone and demeanor at all times with customers, consistently work towards a complete understanding of client’s environment
  • Troubleshoot and investigate customer issues to the fullest extent, follow up until resolution; assign case to designated escalation team member or alternate support team member when necessary
  • On-site customer support when necessary
  • In depth and thorough technical understanding of products; communicating with and updating customers on the status of existing issues
  • Continuing development of product knowledge
  • Accurate documentation of support tickets in the help desk management software program; clearly state client’s issue, steps taken towards resolution, all calls and emails, final resolution description
  • Escalating to and working with development on the resolution of software issues and bugs as needed
  • Work with level one to transfer knowledge and train level one on troubleshooting and issue resolution on an ongoing basis
  • Resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
  • Assist customers with updating their annual support plans
  • Assist with application programming and questions (ie. Menu/price changes, daily specials, etc.)
  • Maintain a workable list of BOH & Web passwords for each client
  • Provide on call support one week a month, midnight to 7am
  • Lock the office doors and set building alarm as needed

Minimum  Qualifications

  • Excellent written and verbal communication skills
  • Fluent in English
  • High school diploma or GED equivalent
  • 5 years of technical support, IT experience, or advanced technical troubleshooting
  • Must reside in Las Vegas, NV

Minimum Competencies

  • Excellent verbal and written communication skills with the ability to convey complex and/or detailed information to multiple individuals with differing knowledge levels
  • Strong work ethic
  • Highly organized and detailed oriented
  • Strong analytical and troubleshooting skills under pressure + ability to provide exemplary customer service
  • The ability to handle pressure during peak business seasons
  • Robust technical knowledge of computer hardware/software
  • The ability to solve problems effectively and independently if necessary
  • The ability to work with other teams to complete tasks and troubleshoot technical issues
  • Proficiency in troubleshooting Microsoft Operating Systems, SQL and Access databases, networking, and POS

Preferred Qualifications

  • Associates or bachelor’s degree
  • Technical certifications

Preferred Competencies

  • Bilingual a plus

Goals and Objectives

  • Follow up is imperative. Responsibility to follow up with customers are outlined below according to Incident Level:
    • Level 1, system down or outage, requires an immediate response to the customer and a resolution within 2 hours with proper documentation provided
    • Level 2, major system disruption, requires a response to the customer within 1 hour and a resolution within 5 hours with proper documentation provided
    • Level 3, minor system disruption, requires a response to the customer within 3 hours and a resolution within 12 hours with proper documentation provided
    • Level 4, procedural and configuration issues and questions, requires a response to the customer within 4 hours and a resolution within 36 hours with proper documentation provided

Working Conditions

  • Extended periods of time on the phone, sitting, talk and hear, type
  • Must be able to lift 60lbs.

Benefits

  • Base salary
  • 401K plan
  • Medical, dental, vision
  • Paid company holidays
  • Flexible time off policy
  • Amazing Growth potential
  • Warm, friendly environment

How To Apply

If this position intrigues you, please email your resume and qualifying cover letter to: careers@skywire.com