Level 1 - Technical Support Engineer

North America

RetailNext is the market leader in Big Data solutions for brick-and-mortar challenges. Our patented technology delivers comprehensive, real-time analytics that empowers worldwide retailers, shopping centers, and manufacturers to collect, analyze, and visualize in-store data. 

For the qualified candidate, we offer a casual yet energetic work environment, competitive compensation, growth opportunities, medical benefits, and the opportunity to be a part of an exciting company through stock options.

Key Responsibilities:

  • The handling of the tickets assigned to you by your team lead and Level 1 - Helpdesk agent
  • Initial problem diagnosis of the case as well as next-steps
  • Identify and discuss root cause of user technical issues 
  • Correctly follow the processes and procedures set out for your team
  • Work together efficiently with onsite technicians to correctly diagnose and troubleshoot issues
  • Understand the RetailNext product to be able to effectively resolve customer issues
  • Respond to assigned tickets/tasks in accordance with SLA guidelines
  • Update technical support documentation when required 

Expectations:

As the Level 1 - Technical Support Engineer, for your particular shift, you will be expected to:

  • Have the ability to troubleshoot network, software and operating system issues in a distributed software environment
  • Have experience in customer facing Technical Support role and RetailNext product knowledge
  • Drive cases to resolution, while maintaining excellent communication with the customer
  • Ensure that regular, accurate case notes are added to tickets
  • Escalate relevant cases through the correct escalation paths
  • Ensure that all possible solutions have been attempted before requesting onsite visits, minimizing costs to the company
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Follow all company policies and best practices such as accurate time tracking

Qualifications:

  • Knowledge of basic computer hardware and software
  • Experience with desktop operating systems
  • Experience with network technologies and devices such as routers, switches, POE injectors, cabling
  • Familiarity with the Microsoft Office Suite of Applications
  • Familiarity with the Linux operating system
  • Working knowledge of a range of diagnostic utilities and processes
  • Working knowledge of help desk/incident management systems
  • Exceptional phone etiquette
  • Exceptional written and oral communication skills
  • Knowledge of customer service principles and practices
  • Effective listening skills
  • Exceptional customer service orientation
  • Adjust effectively to working within new work structures, processes, requirements, or cultures
  • Must be able to identify and understand issues, problems, and opportunities
  • Experience working in a collaborative team environment