What are the responsibilities and job description for the Software Technical Support Specialist position at Nautilus Hyosung America Inc?
Job Description
Job Description
OVERVIEW
Nautilus Hyosung America, Inc. (HYOSUNG) is a world leader in ATM self-service technologies. We have built a reputation for innovation by continually researching, developing and delivering quality ATM products – flexible products that adapt to our changing world and our customers’ changing needs.
JOB SUMMARY :
The Software Tech Support Specialist will serve as the lead specialist for software escalations within the technical support department. When not working on escalated software issues, this position will also provide general help desk support for Retail ATMs, TCRs, FI ATMs, MoniView, Part Numbers, and ActiveTeller support to our customers, distributors, and dealers. This person will answer incoming calls from customers and troubleshoot the reported ATM issue. Agents will log every call with enough detail to fully describe the events of the call, in a way that it will tell a story to others reading the tech support call notes.
ESSENTIAL FUNCTIONS :
- Determine hardware and / or software problems on our ATMs and TCRs, based on known variables.
- Analyze software logs to provide a resolution to a customer or to “triage” the issue before escalating to the software support team.
- Ask probing questions to reach root cause, make recommendations for actions needed, guide technicians over the phone through the troubleshooting and repair process of our ATMs and TCRs.
- Answer incoming calls from customers and troubleshoot the reported issue.
- Log every call with enough detail to fully describe the events of the call, in a way that it will tell a story to others reading the tech support call notes.
- Must effectively communicate with numerous customers daily. Must also communicate with team members and management
EDUCATION AND EXPERIENCE :
PHYSICAL DEMANDS :
These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the job. Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions.
WORK ENVIRONMENT :
While performing the responsibilities of the job, these work environment characteristics are representative of the environment the job holder will encounter. Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the job.
Nautilus Hyosung America, Inc. recognizes and values the diversity of its employees, customers and business partners.
Equal Opportunity Employer ~ Minorities / Females / Disabled / Veteran
