Technical Support Analyst

$33,280 - $41,600/Yr

Butler Business Systems - Butler, PA

Full-time - Entry Level

Remote - Butler, PA

Merchant Wholesalers, Durable Goods

About the position

The Customer Technical Support Person at Butler Business Systems will provide essential support to merchants and end users by troubleshooting and resolving software and hardware issues. This role is crucial for maintaining customer satisfaction and ensuring smooth operations within the fintech startup environment.

Responsibilities

• Handle inquiries from users on a variety of software and hardware issues.
• Perform first and second level support/troubleshooting for all issues received via phone, email, and the ServiceDesk system.
• Support includes updating Client accounts, adding printers, resetting passwords, and troubleshooting hardware and software issues.
• Actively manage ServiceDesk ticket queue, ensuring all tickets are categorized, prioritized, updated, and resolved in a timely manner.
• Communicate regularly with support team members to discuss recurring problems and share solutions and best practices.
• Manage and create internal Service Desk documentation to delineate solutions for issues.
• Maintain equipment inventory records for hardware, terminals, routers, printers, and other peripherals related to the POS System.
• Support multiple business locations, either remotely or in person as needed.
• Assist team members with installations and tickets when necessary.
• Perform other related duties as assigned.

Requirements

• Thorough understanding of computer software and hardware, including desktop computers, laptops, network devices, and peripherals.
• Excellent verbal and written communication skills.
• Excellent interpersonal and telephone skills.
• Proficient in Microsoft Office Suite or related software.
• Willingness to have telephone conversations monitored for quality assurance.
• Willingness to work from the office in Butler, Pennsylvania.
• Willingness to participate in the department's on-call rotation.
• Two to five years of work-related experience with multiple software packages preferred.
• Two to five years of team-based work experience.

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance