Customer Experience Technician

About Our Client

For over four decades, our client has been a leader in restaurant technology, empowering brands worldwide to create lasting connections with their guests. Innovative solutions and a commitment to excellence provide comprehensive software and hardware that enable seamless experiences and drive growth for over 100,000 restaurants in more than 110 countries. Embracing a "Better Together" ethos, the company offers Unified Customer Experience solutions, combining point-of-sale, digital ordering, loyalty and back-office software solutions as well as industry-leading hardware and drive-thru offerings.

About The Role

Our client is looking for a Customer Experience Technician to join its growing team. Customer Experience Technicians are the face of the company to its customers, responsible for completing service requests at customer locations. These technicians are passionate about delivering exceptional customer service and understand that fixing issues is only part of the great service experience. They go above and beyond every day to ensure their customers believe the company is the best decision they make as business owners and restaurant operators. Customer issues can include troubleshooting hardware, software, and network issues; replacing hardware devices; performing preventative maintenance for the site; and general product support.

Position Location

Remote - New Jersey, USA

What They’re Looking For

• Customer and quality focused technicians eager to learn and make a difference for their customers and develop relationships.
• Ability to apply critical thinking and customer service mindset to make quick decisions independently.
• Self-motivated individuals that have the discipline to work on their own with minimal follow up.
• Ability to listen and communicate with the customer and Help Desk regarding the dispatched service call.
• A minimum of 2 years of experience in the detection, isolation and resolution of problems with microprocessor-based equipment strongly preferred.
• Experience with inventory management.
• Ability to train store management and employees on the company's products.
• Ability to do minor construction type work such has drilling holes and mounting brackets.
• Ability to utilize DOS commands for software reimages and understanding of PC BIOS configurations.
• Understanding of AC power and the effects of a properly grounded AC circuitry.
• Familiarity with running and terminating network cabling.
• Potential travel outside your coverage area which may include an overnight or multiple night stay.
• Flexibility to work after hours and weekends as required.

Additional skills:

• Associates degree or equivalent experience.
• Clean driver’s license required.
• Ability to climb and work with ladders and ability to lift 50lbs.
• Ability to differentiate colors as part of troubleshooting and adherence to cabling standards.

What You Will Be Doing and Owning

• Be the face of service excellence for customers and deliver a WOW experience at each visit.
• Provide quality support, responsiveness, and customer care.
• Respond to customer calls in accordance with an established Service Level Agreement (SLA).
• Possess a customer-centric attitude while maintaining a high customer service satisfaction rating.
• Troubleshoot, diagnose, and repair units and networks at the customer site.
• Identify, analyze, and repair hardware, software and network failures.
• Provide hardware, software and network installation services.
• Provide on–call emergency service when needed.
• Provide general customer service on the phone and in person.
• Provide ongoing training to customers regarding POS operations and programming.
• Educate customers on preventative maintenance best practices.
• Manage company inventory of parts required to maintain customer equipment, as well as a company vehicle.
• Works with all internal departments to facilitate resolution on customer concerns.

Compensation

$27.00 – $30.00 per hour

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”