Remote Support Technician

HonorBuilt; Atlanta (GA); Remote; USD 40,000 - 55,000; Full time

Job summary

HonorBuilt, a leader in IT services for restaurants, seeks a QSR System Support specialist to join its team. The role focuses on troubleshooting IT and networking issues for leading national brands in a dynamic environment. Ideal candidates will have strong customer service backgrounds and technical support experience, ensuring effective communication with clients to resolve issues swiftly.

Qualifications

• Proven background in Customer Service or Technical Support in a 24/7 environment.
• Exceptional research and troubleshooting ability.
• Ability to adapt to changing procedures.

Responsibilities

• Diagnose and troubleshoot POS and Networking issues.
• Provide high-quality customer communication regarding ongoing issues.
• Document internal processes and usage of ConnectWise.

Skills

Customer Service Excellence

Technical Troubleshooting

Communication Skills

Problem-Solving

Job description

QSR System Support

HonorBuilt is an IT services company specializing in restaurants and other multi-location businesses. Services include technology roll-outs, hot spare programs, on demand site visits, NCR certified help desk, and corporate IT support. Our 24/7 helpdesk provides service to national brands like Chick-fil-A, Burger King, Popeye’s and Jim ‘n Nick’s, as well as dozens of smaller local clients. Irrespective of size, we treat everyone with exceptional service.

We need talented troubleshooters with excellent communication skills who want to learn and advance their careers. The role requires a high touch and accurate responses to our national restaurant chains and their franchisees. On a daily basis you will handle a high volume of calls and emails, providing assistance for POS, IT and Networking issues. Our goal is to resolve problems and implement solutions on the first contact so our customers can get back to feeding hungry people!

Essential Duties and Responsibilities:

• A “can do” approach for receiving customer issues through telephone, email and other avenues.
• Diagnosis and troubleshooting issues for Point-of-Sale Systems (Aloha, SICOM and others).
• Diagnosis and troubleshooting of networking issues, wired and wireless.
• Diagnosis and troubleshooting of Windows 11 Operating Systems.
• High touch communication with our customers is critical - keeping them informed of ticket progress, notifying them of impending changes or agreed outages.

Additional Duties and Responsibilities:

• Improve customer service, perception and satisfaction.
• Ability to work in a team and communicate effectively at all levels of the organization.
• Escalate issues that cannot be completed within agreed service levels.
• Document internal processes and procedures related to duties and responsibilities.
• Responsible for full documentation of tasks, and meeting of commitments in ConnectWise.
• Service awareness of customers’ key IT services for which support is being provided.
• Interact with vendors to support hardware and software.
• Learn and practice our Values.

Candidate Requirements include:

• A proven Customer Service background or Technical Support role in a 24/7 Call/Contact Center.
• Exceptional ability to research and troubleshoot technology problems.
• Ability to prioritize and handle multiple tasks.
• Excellent written and verbal skills.
• Ability to adapt to changing procedures and equipment.
• A successful background check, drug screening and technical interview.