Technical Support Engineer

hace 4 meses

Madrid, España Kudzu Interactive, Inc. A tiempo completo

.Technical Support Engineer – Tier IION SITE ROLE MUST BE LOCATED/RESIDE IN MADRIDAbout The Opportunity, And You...Provide technical support for Self Service kiosk, mobile application, and online products – US and International customersExperience Troubleshooting for internal, external customers and some third party entities; diagnose root causes toproblems, and expeditiously identify and provide resolutionAppropriately research, package and escalate to Tier III if necessaryDocument all product-related incidents accurately and completely using Salesforce CRMReview escalated incident reports, identifying recurring problems and pro-actively keep customers updated on issue status, including resolutionCommunicate and collaborate cross-functionally with Tillster's Product, Software Engineering, Quality Assurance, Project Management, and other internal teams to expedite resolution to customer-reported product issuesActively participate in product training and knowledge sharing among technical support team members, and othersBe part of building and updating a Knowledge BaseVery comfortable providing customers with technical support via phone, email, written and remote computer communications spanning product installation, operation, and maintenanceDemonstrated, fluent verbal and written English and Spanish language skillsStrong technical, technological, and analytical skills requiredThorough Knowledge on Microsoft Windows Platform (devices and drivers), Microsoft Office and Network communicationExperience troubleshooting Windows OS, Apple iOS and Android apps, Android and Apple Apps common user navigation issuesAdvanced troubleshooting and resolution skills required in: Internet technologies; TCP/IP networking and wireless solutions; database (SQL); Log ReviewHighly self-disciplined, self-motivated, organized. Ability to work independently with a minimum amount of supervision in a fast-paced environment, while effectively managing multiple tasks2-3+ years' experience providing technical supportOther Knowledge, Skills, And Abilities That Would Be Awesome...Point of Sale (POS) interface, configuration management and support experience (such as Micros, Xpient, Par, SICOM/Xenial, Aloha/Radiant POS)Proficiency in English & Spanish requiredHands-on using ticketing platforms such as Salesforce and JIRA and excellent at taking notes and documenting processesEducation:BA/AA degree in computer science or related field strongly preferredHigh School Diploma/GED requiredA+/Network+ Certifications a plusThe Interview ProcessRecruiter interview with a Talent Acquisition SpecialistInterview with Project TeamFinal interview with our Head of Projects SpainMaking a Difference in the Tillster WayOur mission is to empower restaurants and consumers globally, by empowering, supporting, and nurturing the people who are part of the global Tillster team. We want to ensure all employees feel respected, confident, and engaged

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