Support specialist i

GENERAL FUNCTION:

This position will promote and maintain a high quality, professional, service-oriented Pomeroy Way image while working directly with product end-users, quality assurance testers, developers, and project managers in troubleshooting customer issues.

Serving as a point-of-contact for escalated end-users POS software support, the Support Specialist will analyze and pin-point issues/defects and demonstrate a strong conceptual knowledge of POS software support and testing. Works to ensure they are handling 95% of all support issues ensuring ownership of issue to resolution and maintaining needed communication between Support, QA, Development, and Customer teams. Is an individual who thrives in a team environment and works exceedingly well with others as well as strives to mentor team members whenever possible.

MINIMUM REQUIREMENTS:

• BA/BS degree in computer science, business or related study or a technology related technical degree or certification.
• 5+ years software support experience.
• 5+ years progressive Retail or IT industry experience; retail preferred.
• Proficient skills, experience, and ability with Microsoft Office Applications.
• Advanced level skills/knowledge - 4690 OS, Windows, DOS, Linux and Software support center, QA operations and IT/networking experience.

PHYSICAL DEMANDS AND WORKING CONDITIONS:

• Prolonged use of a computer while sitting at a desk in a general office environment.

ADDITIONAL REQUIREMENTS:

• Must have strong communication skills (listening, verbal, and written) and ability to organize and use information provided by client, team members or management effectively.
• Strong problem-solving skills and ability to diagnose and articulate client problems and resolutions.
• Drive and desire to work with and support other members of a development support team.
• Excellent leadership and facilitation skills.