Technical Support Agent

Job Description

Job Description

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 sought to accomplish that by providing 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 from us and they 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.

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Who We Are

The Mission - Why We Exist

Lucas exists to create and deliver excellent service and technology solutions that help our customers succeed, while providing a high standard of care for all.

The Vision - What We Want to Achieve

To deliver quality solutions backed by the best service while building lasting relationships.

Our Values - The Way We Will Accomplish This Mission

Our behaviors embody our core values. These core values guide our decisions over time and preserve the essence of our purpose. To deliver on the above we have established values that will control our behavior, guide our decisions, and will be reflected in our actions. They do not change over time. Our core values:

Service - we strive for excellence in serving our team members, customers, industry partners and community.

Urgency - we act promptly, in all situations. Every minute counts.

Relationships - we are personally responsible for cultivating lasting relationships that positively impacts others.

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:

• 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. Some key characteristics that are our non-negotiables for candidates include:

• Self-Motivated - Not everything will have a pre-planned solution. The individual will need to be self-motivated to figure things out and be resourceful. They will need to be diligent in their efforts and be thinking about the next steps and next opportunity. Are you willing to go the extra mile to achieve something greater? Satisfaction, Knowledge, etc.?

• Team Oriented - Thrive on working closely with others to achieve positive results. Ability to serve others as nobody is above any task and we are all here to serve, point out contributions of others before your own, share in the successes of other team members.

• Interpersonal - Be able to develop and maintain relationships with others both internal or external. Use good judgment in all situations and understand the impact of your words and actions.

• Called - A strong sense of passion for our mission and serving others.

• High Character - We operate with a high trust culture and with personal values and integrity. Integrity, honesty, trust, compassion, and diligence are all qualities this person must possess to flourish here.

• Multitasking - This is not a steady state or static environment. Workflow will cycle and interruptions are normal, so this person must be able to juggle and adjust on the fly.

Requirements

• 2-year degree or equivalent experience in technical support andor restaurant management experience 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 businesstechnology requirements
• Ability to multitask, work under pressure, and meet deadlines

Skills

• Working knowledge of Microsoft desktop operating systems (Windows OS) 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.