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Support Services Specialist II in Troy, MI at CDI Tech

Date Posted: 11/26/2018

Job Snapshot

Job Description


This role could be based remotely in the US for the right person-- FL or MI locations preferred -- 

Job Summary:
Under general supervision, responsible for providing quality customer service by performing complex merchant database and hardware installations and programming updates. Also responsible for resolving and tracking equipment hardware and software issues. 


What else you will be doing:

  • Provide phone, remote and on-site support to merchants.
  • Diagnose merchant software, hardware and networking issues, and provide a resolution timetable.
  • Perform database entry tasks and hardware swaps.
  • Administer minor programming changes on merchant point-of-sale (POS) systems.
  • Stage merchant equipment as assigned for pre-installation testing, validation and troubleshooting.
  • Provide on-site hardware installation.
  • Track all support issues and resolution times in Connectwise CRM.
  • Escalate issues to the Support Services Team Lead II, when unable to properly resolve, especially when issue is affecting the merchant's ability to process orders or payments.
  • Forward escalated issues to the Team Lead II, Support Services when unable to properly resolve, especially when issue is affecting the merchant's ability to process orders or payments.
  • Continually seek to improve technical knowledge of products through additional training and certifications.



Job Requirements

What we need from you:

  • High school diploma or equivalent.
  • Minimum three (3) years’ experience in POS support and problem resolution for software, hardware and networking.
  • Cisco Meraki 360 Certification.
  • Excellent verbal and written communication skills, and customer service skills.
  • Functional knowledge in all of our product offerings, including Micros RES, Simphony and Emagine.
  • Familiarity with Microsoft Office or GoogleDocs software and Vigilix remote access software (or comparable).
  • Ability to understand merchant support issues and provide resolution or escalation, in a fast-paced environment.
  • Ability to provide world-class customer service and communicate well, as well as having excellent troubleshooting skills


  At North American Bancard, we celebrate diversity and create an inclusive environment for everyone. We are an equal opportunity employe




Pay Grade for internal applicant use: 27I