Customer Support Specialist

Job Title:

Technical Customer Support Specialist

Position overview. We are seeking a skilled Technical Customer Support Specialist who can bring to our client's team and provide dedicated support to customers from the Americas region. The successful candidate will be responsible for delivering high-quality technical assistance, troubleshooting issues related to software, hardware, network, and systems, and ensuring prompt resolution of customer inquiries. Additionally, they will play a key role in installing and configuring new systems, as well as providing comprehensive training and ongoing support to end-users.

• Field Support Requests: receive and manage incoming support requests regarding software, hardware, network, and systems from customers via telephone, email, ticketing system, or other communication channels. Ensure courteous and prompt responses, meeting agreed service level goals.
• Troubleshooting and Diagnosis: conduct hands‑on troubleshooting and diagnosis of issues related to software, hardware, network, and systems. Utilize technical expertise and diagnostic tools to identify root causes and implement effective solutions.
• Installation and Configuration: perform installations and upgrades of software, configure hardware, networks, and systems according to customer requirements. Implement backup procedures to safeguard data integrity and system reliability.
• Testing and Validation: test implemented fixes and configurations to verify that issues have been adequately resolved. Ensure that systems are functioning optimally and meet performance expectations.
• Follow‑up and Documentation: conduct post‑resolution follow‑ups with customers to confirm issue resolution and satisfaction. Create comprehensive documentation of frequently occurring support requests, along with suggestions for process and product improvements.
• Ad Hoc Tasks: assist with any additional tasks or projects assigned by managers or company leadership. Maintain flexibility and adaptability to support evolving business needs.
• Individual contributor role reporting to Support lead.

• Fluency in English with exceptional verbal and written communication skills.
• A college degree in information technology or a related field.
• Minimum of 2 years of experience in a technical customer support role.
• Experience supporting and installing on‑premise and SaaS POS (Point of Sale) systems, Restaurant technology systems, data reporting & analysis, self‑service kiosks, digital signage, access control systems, RFID lockers, e‑commerce applications, mobile apps, RFID‑based debit card systems, and cashless payment systems.
• Adequate knowledge of electronics and basic network knowledge with router and access point configuration.
• Working knowledge of Windows desktop and server operating systems and architecture.
• Experience working in Family Entertainment Centers (FEC), amusement and theme parks is preferred.
• Ability to troubleshoot and resolve technical issues efficiently, demonstrating analytical thinking and problem‑solving abilities.
• Excellent communication and interpersonal skills to effectively communicate technical concepts to both technical and non‑technical stakeholders.
• Strong organizational skills with the ability to manage multiple tasks and priorities in a fast‑paced environment.
• Will be required to work in shifts which will include weekend based on shift plan.
• May need to travel within and outside the US.

• Candidates will be required to pass a background check and drug screening.
• Valid US driver’s license and valid passport (for travel to national & international locations as needed).
• Ability to work flexible hours, including evenings, weekends and holidays.
• Candidate will be required to work out of Dallas, US office.
• Flexible to travel to install location if required (preferred).
• Medical, Dental and Vision insurance.
• 401(k) plan.

Seniority level:
Associate.

Employment type:

Full‑time. Job function:
Information Technology.

Dallas, TX – Salary: $45,000.00 – $45,000.00 (4 months ago)