Support Technician

Do you have strong investigative skills? Are you committed to providing exceptional customer service? Looking for a career change?

Ideal Software Systems is looking for a highly motivated individual to join our dynamic, growing team of Support Technicians. This candidate will play an integral role in the installation and support of hardware and software systems for the company’s Financial Services Division. As such we are looking for someone with high attention to detail, the ability to build positive relationships, and a strong passion to provide high-quality support to our many customers.

This position is for a Tier 1 support technician. However, almost all of our current Tier 2 and 3 technicians started in Tier 1 so we always have room for advancement. Although we have a fast-paced work environment, it's never boring and we like to sprinkle in a bit of fun and levity to keep spirits high and minimize burnout.

NOTE: Please be sure to submit a professional cover letter for this position as a statement of your ability to create professional correspondence with a customer. A synopsis of why you feel you are a perfect fit for this position is what we are looking for in your cover letter.

What you’ll be doing:

The successful candidate will be trained to support Ideal's fast-growing point-of-sale system called VersiRent. The program allows users to receive inventory, write contracts/agreements, and take payments on that inventory for Rent To Own agreements as well as retail sales and other features. Our customers are typically friendly and easy to work with, making the support technician's job generally a pleasant experience. Having strong math skills is beneficial to this position since many of the issues you'll help customers with are dealing with monetary transactions. Additionally, you'll have the opportunity to learn SQL queries to query the database which uses Microsoft SQL Server as the database engine.

Responsibilities:

• Field incoming calls, emails, and live chats from clients to answer questions, resolve issues, troubleshoot problems, and research root causes for highly complex issues
• Follow the issue from start to finish, including escalation to development when necessary
• Perform root-cause analysis on issues and make recommendations for corrective actions
• Track projects and tickets in an issue-tracking system
• Install new systems and perform upgrades, both remotely over the phone and on-site
• System preparation and testing
• Software testing of new features and changes prior to release
• Provide complete and timely feedback for all work, including but not limited to call logs, checklists, client correspondence, and escalation of any issue
• Other responsibilities as assigned

What We Need:

• Basic knowledge of database structure, remote access (VPN), and networking, with the desire to increase this knowledge
• Strong skills in Microsoft Office. (Excel, Word, Access, etc...)
• Strong skills in Google Applications (Google Docs, Gmail, Calendar, etc...)
• Knowledge and use of Microsoft Windows 7-11 OS, Microsoft Windows Server OS
• Experience in a fast-moving environment
• Strong communication skills
• Strong time management, organization, and decision-making skills
• Ability to systematically identify and solve sometimes obscure problems within a store-based commerce product in a client/server environment
• Multi-Task multiple projects and make sure each project’s deadline is met
• Documentation skills

• AA degree or higher

OR

• Minimum 2 years of technical and customer service experience (call center customer service experience, technical help desk, or desk-side support experience preferred)

What We Would LIKE You To Have:

• SQL experience is preferred but not required
• Previous break-fix, IT, or network experience preferred but not required
• A+ Certification preferred but not required
• Knowledge of the Rent-to-Own Industry or Check Cashing industry
• Bi-lingual in Spanish is a plus

Compensation and Benefits:

• Competitive base salary commensurate with track record and experience
• Major medical, dental, vision, and life insurance
• 401k plan (Partial Match)
• Paid vacation and holidaysPersonal days
• Live and work in a great location

About the Company:

Ideal is a locally owned progressive technology company with a legacy of providing quality integrated hardware and software systems and support to the amusement, family entertainment, and financial markets.

Ideal’s rapidly growing client base, aggressive product development path, and dynamic work environment provide an exciting opportunity for talented individuals looking for career growth and significant advancement opportunities. Applicants with previous experience will be given priority.