Technical Support Agent

Ideal Candidate Profile Technical Support Agent Lucas Systems, Inc. Overview Lucas offers full-service Point of Sale Technology and Service under one roof. We handle Software, Hardware, Professional Services, and Technical Support for all our clients. We believe our customer-direct model accounts for a consistent, high-quality product and service. Since opening our doors in 1992, we are one of the oldest POS companies in the Quick Service Restaurant (QSR), Fast Casual restaurant space. We have never had a goal of becoming one of the largest providers, rather we focused on being one of the best, most reputable providers. We provide our clients a reliable, quality product and service. We believe that if we consistently do that, our clients will be happy with the value they receive and will recommend us to others. After years of service and while we continue to expand our customer base, we believe our recipe for providing a quality product & service and evolving that product and service to meet the customer\'s changing needs is what our clients want, and that is why we provide Solutions. Delivered. Right. For more information, visit The Position We\'re looking for team members who place a high value on customer service, relationship building, and have a sense of urgency in all things they do - especially with helping customers. A Technical Support Agent will be required to assist end users of Point-of-Sale solutions in hospitality establishments by providing exceptional technical support which requires technical skills, excellent communication, knowledge of restaurant operations, troubleshooting methodology, and superior customer service skills. The responsibilities of a successful Technical Support Agent include the following: Responsibilities Provide technical support for Point-of-Sale solutions to end users Take inbound technical support requests via phone, email, or directly from co-workers Take ownership of Service Tickets through to completion Use troubleshooting skills to provide effective and efficient technical support to customers Maintain ongoing/regular communication with the customer until issues are resolved Communicate resolutions to primary point of contact at customer\'s site and/or management team Properly complete Service Tickets with all necessary information Seek out and/or accept ongoing feedback which will create learning opportunities Adapt to changing technologies, solutions, and duties at any time The Technical Support Agent will report directly to the Support Operations Manager and work closely with other Level 1 and Level 2 TSA\'s. Success will be dependent on the individual\'s ability to learn technology that is used in the establishment, understand core restaurant operations relevant to Point of Sale functions, and effective communication with end users. Key Characteristics of the Ideal Candidate We are looking for individuals that thrive on relationship building and being a part of a Team. Our key to success is forming and enhancing relationships with our teammates and customers as well as finding individuals who are Hungry, Humble & Smart. Self-Motivated - Not everything will have a pre-planned solution. Be resourceful and diligent, thinking about next steps and opportunities. Team Oriented - Thrive on working closely with others to achieve positive results; be willing to serve others and share in successes. Interpersonal - Develop and maintain relationships; use good judgment in all situations. Called - Strong passion for our mission and serving others. High Character - Practice integrity, honesty, trust, compassion, and diligence. Multitasking - Ability to juggle changing priorities and maintain composure in a dynamic environment. Requirements 2-year degree or equivalent experience in technical support and/or restaurant management including responsibilities for sales, labor, and inventory management Strong verbal and written communication skills Ability to work 1st, 2nd, and/or 3rd shifts Ability to work Weekend Call Rotations Willingness to learn and adapt to changing customer needs and business/technology requirements Ability to multitask, work under pressure, and meet deadlines Skills Working knowledge of Microsoft desktop operating systems (Windows 7, 10, 11) and Microsoft Office products Basic knowledge of computer networking fundamentals Strong problem solving skills Working knowledge of sales, inventory, and labor management in a restaurant environment #J-18808-Ljbffr