Technical Customer Support Specialist II

Fueling the business of fun.

Not just a game-changer, it’s a life-changer. Designed to deliver a superior guest experience, the software solutions platform is a complete integrated solution made to enable business owners to achieve greater operational efficiency while reducing costs and increasing profitability.

With Embed’s platform, a business (single or multi-location) has real-time visibility and control across the entire operation: a full range of games management, real-time prize inventory, from guest party planning and bookings via mobile to integrated point-of-sales, including bundles and upsell packages, self-recycling game card kiosks and so much more. And it is all interconnected.

We have offices across the globe: USA, EMEA, and Asia. With more than 1,000 customers and over 3,000 installations in 56 countries, we are equipped and ready to empower Family Entertainment businesses with direct sales, services, and support anytime, anywhere.

We are in the business of fun and no one takes fun more seriously than us, which is why we put our people at the heart of everything we do, and how we do it. Get inspired because no one’s having more fun than us.

Position Summary

The key responsibilities of the Technical Customer Support Specialist II are 1. First point of contact for customers; hence, develop relationships and build rapport quickly with customers, 2. Provide timely, consistent, and best-in-class customer support via telephone, email, chat, and any future channel, and 3. Help Support team members through difficult technical incidents and requests and communicate directly with customers if intervention is required, and 4. Lead by example and adhere to and help Support team members adhere to prescribed departmental procedures and provide support in a consistent and similar manner in handling customers’ incidents and requests. This involves working with customers, Support team members, and other departments to not only solve technical and non-technical problems but also, consult with Support team members to implement workarounds to deliver timely, consistent, and technically sound customer support.

In addition, the Technical Customer Support Specialist II will investigate, replicate, validate, and troubleshoot incidents raised by customers and create, update, escalate, and document tickets with the prescribed ticket logging policies and procedures.

Key Responsibilities

Individual:

• Provide timely, consistent, and best-in-class customer support via telephone, email, chat, and any future channel and communicate proactively with customers using clear, professional, and effective communication
• Support customers with using Embed supported hardware and software and troubleshooting incidents and requests related to the Embed Card System, i.e., Card Readers, POS, Kiosks, emONEs, peripherals, etc.
• Lead by example and adhere to prescribed departmental procedures and provide support in a consistent and similar manner in handling customers’ incidents and requests
• Investigate, replicate, validate, and troubleshoot incidents raised by customers and create, update, escalate, and document tickets with the prescribed ticket logging policies and procedures
• Triage inbound customer requests, prioritize tickets in the queue, and solve tickets accordingly
• Partner with Support team members on the escalation of hardware and software bugs, product enhancements, customer change requests, and root cause categories
• Leverage approved internal knowledge base articles to deliver up to date service to our customers
• Partner with Training team members to create and update technical procedures and knowledge base articles
• Maintain up-to-date awareness in the latest hardware and software applications and share ideas with Support team leaders to improve performance, reliability, and functionality of our products and services
• Responsible for self-developing skills and technical knowledge on existing and new products and features
• Depending upon the region, partner with Deployment team members for the deployment and delivery of software updates and fixes to customer locations
• Depending upon the region, deployment of proprietary and non-proprietary software and services to customers’ systems

KPIs:

• Achieve individual KPIs and help Support team members achieve group KPIs (we are one team)
• Achieve service levels in accordance with customer Service Level Agreements (SLAs)

Leadership:

• Help Support team members through difficult technical incidents and requests and communicate directly with customers if intervention is required
• Defuse customer incidents and intervene to appease unhappy customers if Support team members are unable to meet customers' needs satisfactorily
• Depending upon the region, available and on-call to solve customer escalations if required
• Lead by example and help Support team members adhere to prescribed departmental procedures and provide support in a consistent and similar manner in handling customers’ incidents and requests
• Work with customers, Support team members, and other departments to not only solve technical and non-technical problems but also, consult with Support team members to implement workarounds to deliver timely, consistent, and technically sound customer support

Required Skills and Expertise

Description of Expert: Demonstrates a depth of professional experience/knowledge to handle broad business/organizational issues; tackles specialist problems from a strategic perspective to pre-empt long-term issues; develops policies.

Description of Practitioner: Demonstrates a deeper understanding of the professional area to handle non-standard situations; adapting according to the circumstances, showing a proactive and considered approach in this specialist area; develops processes.

• 4-6 years’ experience working in a fast-paced customer service/support role in call centre environments is preferred
• ITIL certification or experience working with ITIL Framework and Processes is desired
• Microsoft and Networking certifications are desired

• Practitioner ability in prioritising and balancing time among multiple activities
• Practitioner level in troubleshooting, problem solving, and critical thinking skills
• Practitioner level in understanding and working with Windows OS, SQL, networking, TCP/IP, .NET, and PCI Compliancy requirements
• Highly organized and a meticulous attention to detail
• Continuous improvement mindset and an openness to new approaches and solutions to enhance the customer support experience
• Demonstrate good judgement using facts and analytics
• Expert level in communicating both written (grammar and punctuation) and verbal
• Practitioner level in communicating technical concepts to both technical and non-technical people
• Natural desire to help people understand things that are hard to understand
• Practitioner level in building strong relationships with customers and with team members
• Practitioner level in handling customers with patience, tact, and empathy
• Practitioner level in internal and external conflict resolution and negotiation skills
• Practitioner level in understanding and learning complex technical topics quickly
• Self-motivated with a passion for customer service and IT and the ability to learn and adapt to new technologies
• Basic to intermediate level with SQL database queries
• Basic to intermediate level in using software deployment toolss

Special Requirements

• Flexible work schedule and weekend shifts are required
• Depending upon the region, onsite customer visits maybe required
• Depending upon the region, perform the same Key Responsibilities as described in the Installation Specialist’s Job Description
• Depending upon the region, some travel maybe required

What do we offer

• PPO Medical coverage with four plan options to choose from based on individual needs
• PPO Dental & Vision (company paid for employees only)
• Life Insurance, Short & Long-Term Disability (company paid)
• Accident, Critical Illness, and Hospital Confinement
• 401(k) with generous company match (100% of the 1st 3% employee contribution and 50% on the next 2% of employee contribution)
• Paid time off to include vacation, sick, holidays, and birthday
• Free parking lot and access to fitness center in office building
• Robust Learning Management System for employee growth and development

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. The statements are not intended to be a complex of exhaustive list of all the responsibilities, duties or skills that may be required or of benefit in this position. All employees may be required to perform other duties as assigned.