Support Specialist I

Pomeroy; Greenville (SC); On-site; USD 60,000 - 80,000; Full time

Job summary

Pomeroy is seeking a Support Specialist to promote a high-quality, service-oriented image while working with end-users, QA testers, developers and project managers to troubleshoot issues.

You will serve as the primary contact for escalated POS software support, analyze defects, and drive issues to resolution with clear communication across Support, QA, Development, and Customer teams. A collaborative, mentoring mindset is essential.

Qualifications

• 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 with Microsoft Office Applications.
• Advanced level skills/knowledge - 4690 OS, Windows, DOS, Linux and Software support center, QA operations and IT/networking experience.

Responsibilities

• Serve as a point-of-contact for escalated end-users POS software support.
• Analyze and pin-point issues/defects and demonstrate a strong conceptual knowledge of POS software support and testing.
• Ensure ownership of issues to resolution and maintain needed communication between Support, QA, Development, and Customer teams.
• Mentor team members and collaborate with cross-functional teams.
• Thrives in a team environment and supports others as needed.

Skills

Strong communication skills

Problem-solving skills

Leadership and facilitation

Microsoft Office applications

Technical troubleshooting knowledge

IT/networking experience

QA operations experience

Education

BA/BS in CS, business or related field

Tools

4690 OS

Windows

DOS

Linux

Job description

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.

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