Technical Support Analyst

Job Description

Job Description

GlobalConnect® is a consortium of independent food service companies providing corporate breakrooms, cafes, markets, vending, pantry and office coffee services. As an industry-leading technology company, our ecosystem offering spans payment hardware and software, loyalty programs, brand marketing, procurement, national account sales and other services that enable our affiliate member companies to provide state-of-the-art technology, flexible and healthy food choices, and consistent service to their corporate customers across the country. As the only fully integrated, wireless food service network that seamlessly functions across the North American continent, GlobalConnect® is rapidly growing in an $8 billion market in pursuit of its vision to dramatically improve breakroom service operations for the modern enterprise and its employees. For more information visit: usconnect.biz and globalconnect.biz

Job Description: Technical Support Analyst

Department: USConnect Operations

FLSA Status : Non-Exempt

Hours:  12pm - 8pm (while training hours will be approx 8am - 4:30pm

Why Join GlobalConnect:

Work across a connected portfolio of mission-critical retail technologies used every day in field operations. Learn to use state-of-the-art enterprise and product-integrated AI tools to diagnose problems, accelerate investigations, and collaborate more effectively with engineering; training will be provided. Partner with the teams that design and build GlobalConnect software and hardware in-house, giving you direct access to the people who create the products you support. Build practical experience across cloud software, point-of-sale systems, kiosks, telemetry, IoT devices, networking, mobile tools, and emerging technologies.

GlobalConnect is seeking a talented, curious, and motivated Technical Support Analyst to provide Level 1 and Level 2 support across our growing technology portfolio—including CHQ, B2G, LYNK, and other GlobalConnect products.

This is an excellent opportunity for a self-starter who enjoys solving problems, helping customers, and learning across a broad technology ecosystem.

Essential duties and responsibilities include the following:

• Provide responsive, professional Level 1 and Level 2 support to GlobalConnect operators and their staff across CHQ, B2G, LYNK, and other technology products
• Diagnose hardware, software, networking, connectivity, configuration, and integration issues; resolve them when possible and escalate them with complete supporting evidence when needed
• Partner directly with engineering by documenting clear reproduction steps, business impact, logs, screenshots, troubleshooting performed, and recommended next actions
• Participate in user acceptance testing and provide field-informed feedback on hardware, software, and integrated product releases
• Maintain the Support and Development Lab, keeping devices, test environments, and supporting equipment organized and operational
• Own support tickets from intake through resolution or engineering handoff, maintaining accurate status, investigation notes, root-cause findings, and resolution details in the issue-tracking system
• Follow processes for device RMAs and manage status on returns as needed
• Create and continuously improve support documentation, troubleshooting playbooks, and knowledge-base content for internal and external users
• Monitor and manage cellular usage and overage alerts for SIMs used in telemetry and connected devices
• Assist with fulfillment, deployment readiness, and ongoing support for AD-BLAST devices and systems
• Monitor support queues and communications throughout the workday, prioritize urgent issues, and respond within established service expectations
• Identify recurring issues and recommend improvements to products, support processes, documentation, and the overall operator experience
• Participate in weekly staff meetings and provide support metrics, issue trends, risks, and status updates as requested
• Understand and successfully execute assigned daily, weekly, and monthly tasks
• Participate in cross-functional projects and other tasks as assigned
• Follow all Standard Operating Procedures and policies
• Work onsite at our primary office in Greensboro, NC. Occasional travel to client sites may be required.
• Other duties as assigned

Relevant qualifications:  

• High School diploma or equivalency is required. Associates Degree preferred. 
• Two to Four years customer service, Technical support, Help desk or field-technology support experience prefferred
• Proficiency with Microsoft 365 applications 
• Working knowledge of computer hardware, operating systems, network, connectivity, telemetry or remote device support is a plus.

This is an in person position at our Downtown Greensboro location

Background checks and drug screening are required.

We offer the following benefits:

• 100% paid Employee base plan Health Insurance, buyup plan available at a very low cost. 
• Dependent Health
• Paid Vacations and Personal Time off.
• Health/Dental/Vision insurance
• Short and Long-Term Disability
• Basic and Supplemental Life Insurance
• 401(k)
• Critical Illness and Accident Insurance
• Tuition Reimbursement
• College Scholarship Program for children of employees

GlobalConnect is an equal opportunity employer.  We are committed to treating all Applicants and Employees fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.