Support Specialist I

Pomeroy; Greenville (SC); On-site; USD 70,000 - 90,000; Full time

Job summary

Pomeroy in Greenville, SC is seeking a Support Specialist to promote a high-quality Pomeroy Way image by assisting end-users, QA testers, developers, and project managers with POS software issues.

You will own and escalate problems, analyze defects, and communicate across Support, QA, Development, and Customer teams to drive issues to resolution while mentoring teammates in a collaborative, fast-paced environment.

Qualifications

• BA/BS degree in computer science, business or related study or a technology related degree/certification.
• 5+ years software support experience.
• 5+ years progressive Retail or IT industry experience; retail preferred.
• Proficient with Microsoft Office Applications
• Advanced level skills/knowledge - 4690 OS, Windows, DOS, Linux and Software support center, QA operations and IT/networking experience

Responsibilities

• Provide escalated POS software support to end-users.
• Analyze defects and reproduce issues for QA and development.
• Own issues from identification to resolution and communicate progress.
• Mentor team members and share knowledge.
• Collaborate with QA, development, and customer teams to ensure smooth resolutions

Skills

Communication skills

Problem-solving

Leadership

Team collaboration

Education

BA/BS in CS/Business or related field

Tools

Windows

Linux

DOS

4690 OS

QA operations

IT/networking

Job description

Job Description

GENERAL FUNCTION:

This position will promote and maintain a high quality, professional, service-oriented Pomeroy Way image while working directly with product end-users, quality assurance testers, developers, and project managers in troubleshooting customer issues.

Serving as a point-of-contact for escalated end-users POS software support, the Support Specialist will analyze and pin-point issues/defects and demonstrate a strong conceptual knowledge of POS software support and testing. Works to ensure they are handling 95% of all support issues ensuring ownership of issue to resolution and maintaining needed communication between Support, QA, Development, and Customer teams. Is an individual who thrives in a team environment and works exceedingly well with others as well as strives to mentor team members whenever possible.

MINIMUM REQUIREMENTS:

• BA/BS degree in computer science, business or related study or a technology related technical degree or certification.
• 5+ years software support experience.
• 5+ years progressive Retail or IT industry experience; retail preferred.
• Proficient skills, experience, and ability with Microsoft Office Applications
• Advanced level skills/knowledge - 4690 OS, Windows, DOS, Linux and Software support center, QA operations and IT/networking experience

PHYSICAL DEMANDS AND WORKING CONDITIONS:

• Prolonged use of a computer while sitting at a desk in a general office environment

ADDITIONAL REQUIREMENTS:

• Must have strong communication skills (listening, verbal, and written) and ability to organize and use information provided by client, team members or management effectively.
• Strong problem-solving skills and ability to diagnose and articulate client problems and resolutions.
• Drive and desire to work with and support other members of a development support team
• Excellent leadership and facilitation skills.

Area of Interest

IT

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