Support Technician (FSD260107)

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 DoingThe 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.ResponsibilitiesField incoming calls, emails, and live chats from clients to answer questions, resolve issues, troubleshoot problems, and research root causes for highly complex issuesFollow the issue from start to finish, including escalation to development when necessaryPerform root-cause analysis on issues and make recommendations for corrective actionsTrack projects and tickets in an issue-tracking systemInstall new systems and perform upgrades, both remotely over the phone and on-siteSystem preparation and testingSoftware testing of new features and changes prior to releaseProvide complete and timely feedback for all work, including but not limited to call logs, checklists, client correspondence, and escalation of any issueOther responsibilities as assignedWhat We NeedBasic knowledge of database structure, remote access (VPN), and networking, with the desire to increase this knowledgeStrong 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 OSExperience in a fast-moving environmentStrong communication skillsStrong time management, organization, and decision-making skillsAbility to systematically identify and solve sometimes obscure problems within a store-based commerce product in a client/server environmentMulti-Task multiple projects and make sure each project’s deadline is metDocumentation skillsAA degree or higher ORMinimum 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 HaveSQL experience is preferred but not requiredPrevious break-fix, IT, or network experience preferred but not requiredA+ Certification preferred but not requiredKnowledge of the Rent-to-Own Industry or Check Cashing industryBi-lingual in Spanish is a plusCompensation And BenefitsCompetitive base salary commensurate with track record and experienceMajor medical, dental, vision, and life insurance401k plan (Partial Match)Paid vacation and holidaysPersonal daysLive and work in a great locationAbout The CompanyIdeal 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.