What are the responsibilities and job description for the Technical Support 1 position at Intelligent Communication Solutions?

Job Description : Technical Support 1

Innovative Computer Solutions Inc - Jonas Software

Position Summary

We are seeking a highly motivated, Technical Support Representative to assist accounts using our Point-of-Sale system for Liquor Stores. This is a fast-paced, full-time position, on location, in our Manasquan New Jersey office.

The position is ideal for friendly, customer-focused, self-motivated, patient, dependable individuals, who are looking to use the opportunity to grow within a great organization. Our highly reputable company offers career growth opportunities, a complete benefits package including 401k, a friendly team, and a great business casual working environment. Candidates with drive and perseverance will open the door for other opportunities within the organization.

Job Responsibilities :

Customer Support : Respond to customer inquiries, troubleshoot technical issues, and provide timely and effective solutions via phone and email.
Remote Assistance : Diagnose and resolve POS software and hardware problems remotely, guiding customers through troubleshooting steps.
Documentation : Maintain detailed records of customer interactions, issues, and resolutions in our support database.
Product Knowledge : Develop a deep understanding of our POS software and hardware offerings to effectively assist customers and answer their questions.
Team Collaboration : Collaborate with other support team members and departments to escalate and resolve complex issues when necessary.
Training : Assist in providing training materials and guidance to customers on how to use our POS systems effectively.
Feedback : Collect and relay customer feedback to the R&D and development teams to improve our products and services.

Job Qualifications :

High School diploma or equivalent, associate's degree preferred

Outstanding communication skills, both written and oral

Desire and ability to learn on the fly

Computer experience

Network expertise a plus

PC and Mac familiarity

Previous support experience helpful

Must be accurate, reliable and well organized

Ability to multi-task

Ability to deal with frequent interruptions and pickup where things left off

Ability to deal with difficult situations and handle in a calm, professional manner

Must be patient, courteous and tactful

Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.

Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers.

Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.

Uses his / her time effectively; values time; concentrates his / her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities.

Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn't show frustration when resisted or blocked; is a settling influence in a crisis.

Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.

Spends his / her time and the time of others on what's important; quickly zeros in on the critical few and puts the trivial many aside; can quickly sense what will help or hinder accomplishing a goal; eliminates roadblocks; creates focus.

Is tolerant with people and processes; listens and checks before acting; tries to understand the people and the data before making judgements and acting; waits for others to catch up before acting; sensitive to due process and proper pacing; follows established process.

Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings.

LI-VL1

Business Unit :

Scheduled Weekly Hours :

Number of Openings Available :

Worker Type :

Regular

More About Jonas Software :

Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology / Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain.

Jonas' vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of 'Software for Life' and as an ambassador for technology, product innovation, quality, and customer service.

Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa. Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P / TSX 60.

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