Technical Support Expert
4 weeks ago
**Technical Support Expert**
At SDLC Corp, we're seeking a skilled Technical Support Expert to join our team. As a key member of our support team, you'll play a vital role in providing top-notch service and support to our clients using the Retail ORBIT- software.
**Responsibilities**
- Offer direct client support for all end users, ensuring timely and effective resolution of technical issues.
- Triage, investigate, and resolve support tickets, providing clear communication and updates to clients.
- Manage changes to client data, including data uploads, class changes, category changes, custom reports, and report updates.
- Collaborate with the Development team on bugs, tickets, and special projects, such as data integration issues.
- Provide support for custom data integrations, ensuring seamless integration with our clients' POS systems.
- Develop and maintain end-user training content for our Knowledge Base, ensuring clear and concise instructions.
- Record and communicate feedback from customers regarding product/user experience, driving continuous improvement.
- Adhere to inter-department communication protocols, ensuring effective collaboration and communication.
- Participate in weekend coverage of the support desk, as scheduled, and travel as needed for company events and meetings.
**Requirements**
- Strong technical skills, with experience in software support and troubleshooting.
- Excellent communication and interpersonal skills, with the ability to work effectively with clients and internal teams.
- Ability to work in a fast-paced environment, with adaptability and a willingness to learn and grow.
- Strong problem-solving skills, with the ability to analyze and resolve complex technical issues.
- Familiarity with retail software and POS systems, with experience in data integration and custom reporting.
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