3. Technical Support Analyst

Quiltsoftware; Charlotte (NC); On-site; USD 28,413 - 40,467; Full time

Benefits offered by this job

3 Weeks of PTO

Generous Medical, Dental, and Vision plans

Paid Parental Leave

Company Sponsored Life Insurance

401k with Company Match

Job summary

Quiltsoftware is seeking a Technical Support Specialist in Charlotte, NC to provide dedicated support for our POS software and hardware. This onsite role involves problem-solving and becoming a product expert to assist local businesses thrive.

The ideal candidate will have strong communication skills, experience in troubleshooting PC hardware, and a passion for customer service. Join us in supporting the backbone of local retail with competitive benefits including PTO and health insurance.

Qualifications

• Experience with PC Hardware troubleshooting.
• Ability to maintain documentation for products and training.
• Advanced knowledge of Windows Operating Systems.

Responsibilities

• Resolve problems quickly and efficiently.
• Answer phone calls and respond to email tickets.
• Maintain lab environments for testing new software updates.

Skills

PC Hardware troubleshooting

Strong communication skills

Customer Service skills

Growth Mindset

Knowledge of Windows OS

Network Protocols knowledge

Tools

Windows 10 Pro

Windows 11 Pro

Windows Server 2016

Network Switches

Firewalls

Job description

About Quilt Software

Ever wondered how your favorite local shops compete with the big guys? That’s where we come in. We’re Quilt Software, providing Main Street's unsung heroes – from quirky cheese shops to family-run jewelry stores – with the tools they need to compete. Last year, we helped 14,000+ shops make over $2 billion in sales with our family of industry-specific software solutions.

If you get a kick out of supporting local businesses, love great software, and want to be part of a company that’s powering Main Street, we’d love to chat. Come join us in our quest to keep local retail not just alive, but thriving!

About the role

Ultimately, our Technical Support Specialists are problem solvers. As a support specialist, you will provide phone and email support to our customer base for their POS software and hardware. You will become a product expert of Quilt's software and work alongside our customers to help them run and manage their stores.

The ideal candidate will be a technical, critical thinker who understands technology and can use their knowledge to reach resolutions efficiently while providing "white glove" customer service. We are looking for someone hungry to grow and learn.

This role is onsite in our office in Charlotte, NC

Job Responsibilities

• Think on your feet and resolve problems quickly
• Answer phone calls and respond to emailed tickets keeping the SLA
• Maintain lab environments for testing new updates to software and attempting to replicate issues and potential bugs
• Maintain documentation for products and training
• Troubleshoot technical problems in Windows and SQL Server
• Troubleshoot PC Hardware, Printers, Cash Drawer, Scanner Scales and Network Firewalls

Required Skills

• Experience with PC Hardware troubleshooting
• Strong written, telephone, and personal communication skills
• Excellent Customer Service softskills and the ability to build and maintain customer relationships
• Growth Mindset - Always Learning
• Advanced knowledge of Windows Operating Systems including Windows 10 Pro, Windows 11 Pro, and Windows Server 2016
• Experience with Network Protocols, Switches, and Firewall configuration

What we Offer

• 3 Weeks of PTO, Holidays, and Paid Volunteer Day
• Generous Medical, Dental, and Vision plans with low premiums
• Paid Parental Leave
• Company Sponsored Life Insurance
• 401k with Company Match

Location: Onsite Charlotte, NC

Salary: $25 / hour