Job Openings
Location: Dallas, TX
Position Overview
We are currently searching for a Technical Support Specialist to join our client services team! We are looking for a candidate that demonstrates strong technical knowledge with a passion for service. The perfect candidate will be an innovative thinker with creative problem solving skills, communication skills (both written and oral), and a sense of urgency to get the job done. This position is critical to ensuring that we provide exceptional customer service related to consistent, reliable, accurate, and timely data delivery. This is a great opportunity to work with the IT staffs from some of the most prominent Casino, Restaurant, and Hotel companies from around the world. Not only will the candidate learn new software, but new technical skill sets as well. Avero is growing quickly and needs to fill this position immediately to support that growth.
This position reports to Avero's Manager of Client Services. The goal of the Client Services team is to provide outstanding customer service that goes above and beyond our client's expectations as it relates to the timely and accurate delivery of data, as well as making certain that our clients understand not only how, but also why they should utilize our performance management software solution. The Technical Support Specialist will play a key role in supporting and maintaining the technical aspect of the department, including standard installations of our data extraction utility at new clients and providing technical support to existing customers.
Responsibilities
Monitor daily data transfers from over 2,000 customers
Monitor missing data reports and track efforts to recover missing customer data
Connect remotely to client computers to diagnose and troubleshoot data transfer problems
Perform basic support tasks for Avero Slingshot® end users, including user maintenance, application setup, and minor data correction
Perform installation of Avero Data Extraction Software remotely
- Involves interfacing with food & beverage Point-of-Sale and punch card systems
Work with Avero's Product Support team to solve customer's technical issues
- Includes interfacing directly with customers by phone to resolve technical issues
- Also includes escalating technical issues to Level 2 Technical Support team, as needed
Assist Level 2 and Level 3 support by coordinating customer communication and providing regular status updates to customers
Perform CRM maintenance tasks to make sure information in client history reports is accurate
- Periodically prune customer notes and records
- Make sure existing notes and records contain up to date and accurate information
Requirements
A Bachelor's degree or commensurate external technical customer support experience
Prior experience with food & beverage Point-of-Sale systems a plus
Experience with Salesforce.com CRM application a plus
Working knowledge of both Microsoft Internet Explorer Web and Mozilla FireFox web browsers
Experience with various types of remote access software
Knowledge of basic networking and modem technologies
Basic knowledge of Microsoft Office programs (Microsoft Word, Excel and PowerPoint) a plus
Must be well organized and able to accurately track customer activities
Hospitality experience a plus
Other Requirements:
- Excellent communication skills, both verbal and written a MUST
- Possess versatile leadership qualities and the ability to manage change
- Demonstrate self-confidence, energy and enthusiasm
- Present ideas, expectations and information in a concise, well-organized way
- Manage time well, correctly prioritizing tasks
- Establish, measure and effectively evaluate processes, policies and procedures
- Ability to manage processes and associate relationships in multiple locations
Technical Support Specialist
