Technical Support/ Customer Support

Collabera; Naperville (IL); On-site; USD 45,000 - 60,000; Full time

Job summary

A leading IT staffing firm located in Naperville, IL is seeking a Technical Support Agent. This role involves resolving complex issues related to point of sale, back office, and credit card processing across all trade channels. The ideal candidate has over 2 years of technical support experience and strong troubleshooting skills, particularly with legacy systems such as MSDOS and Windows. Additional experience in Point of Sales troubleshooting is preferred. This is a contract position with a high possibility of extension.

Qualifications

• Minimum 2 years technical software support.
• Experience with MSDOS, Win 95, Win NT, Win 2000, Win XP.
• Minimum 1 year Point of Sales troubleshooting experience.

Responsibilities

• Provide Level II technical support and resolve escalated customer problems.
• Advanced troubleshooting of POS and Back office hardware.
• Record and maintain information about all assigned user problems in the customer management system.

Skills

Technical software support

Troubleshooting

PC skills

Experience with SQL and Databases

Education

A+ and Network+ certification

Tools

MS Office

VNC

Remote desktop

Job description

Established in 1991, Collabera has been a leader in IT staffing for over 22 years and is one of the largest diversity IT staffing firms in the industry. As a half a billion dollar IT company, with more than 9,000 professionals across 30+ offices, Collabera offers comprehensive, cost-effective IT staffing & IT Services. We provide services to Fortune 500 and mid-size companies to meet their talent needs with high quality IT resources through Staff Augmentation, Global Talent Management, Value Added Services through CLASS (Competency Leveraged Advanced Staffing & Solutions) Permanent Placement Services and Vendor Management Programs.

Collabera recognizes true potential of human capital and provides people the right opportunities for growth and professional excellence.

Job Description

Location: 150 W Warrenville Road – Naperville, IL (60563)

Duration: 3+ months (With a high possibility of extension)

Job Description:

• The Technical Support Agent is responsible for complex issue resolution affecting the point of sale, back office and credit card processing for all channels of trade.
• Provides support for hardware and software related issues.
• Dispatches to third party vendors and monitoring issue to resolution.
• The responsibilities include interacting with site personnel, third party vendors and other BP representatives.
• Position requires effective problem solving, a thorough understanding of software applications and the interdependencies of site configuration when investigating issues, advanced troubleshooting skills and the ability to learn new concepts quickly.
• Utilizes remote access to re-establish customer based systems.
• Recognizes when an escalation is required and communicates with vendor and site operator to ensure required servicing is appropriately coordinated.

Key Accountabilities:

• Advanced troubleshooting of POS and Back office hardware, software, networking, credit card processing, accounting data journey and variance issues
• Provides Level II technical support and resolve escalated customer problems
• Prioritize and handles daily activities for unresolved escalations and follows up with the site as needed
• Contacts and works with the site personnel to resolve issues
• Escalate to third party vendors and works with the vendors until issues are resolved
• Identify chronic issues affecting a site performance
• Provide software and hardware support for proprietary systems on Win 95, MSDOS, Win 2000, Win XP
• Support for LAN and IP based systems
• Perform problem investigation and research to resolve system related issues: search databases containing records of problems, symptoms & solutions.
• Consult vendor documentation and information systems for symptoms & solutions.
• Provide technical assistance for field representatives
• Record and maintain information about all assigned user problems in the customer management system
• Creating and updating knowledge base documentation for continuous improvement

Qualifications

• Minimum 2 years technical software support.
• Experience with MSDOS, Win 95, Win NT, Win 2000, Win XP, SQL and Databases.
• Strong PC skills including MS Office and ability to navigate and use software.
• A+ and Network+ certification preferred.
• Experience with VNC and Remote desktop preferred.
• Minimum 1 year Point of Sales troubleshooting experience preferred.
• Minimum 1 year network related experience preferred.

Additional Information

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