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.
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.
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 holidays
Personal 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.