Technical Customer Support Manager jobs in Denton, TX

We are seeking a skilled Technical Customer Support Specialist for a permanent fulltime position with our Client in Dallas, TX.

Position overview.

We are seeking a skilled Technical Customer Support Specialist who is fluent in Spanish to join our Clients team and provide dedicated support to their Spanish and English-speaking customers from the Americas region. The successful candidate will be responsible for delivering high-quality technical assistance, troubleshooting issues related to Software, Hardware, Network, and Systems, and ensuring prompt resolution to customer inquiries. Additionally, they will play a key role in installing and configuring new systems, as well as providing comprehensive training and ongoing support to end-users.

Job responsibilities

- Field Support Requests: Receive and manage incoming support requests regarding software, hardware, network, and systems from customers via telephone, email, ticketing system, or other communication channels. Ensure courteous and prompt responses, meeting agreed service level goals.

- Troubleshooting and Diagnosis: Conduct hands-on troubleshooting and diagnosis of issues related to software, hardware, network, and systems. Utilize technical expertise and diagnostic tools to identify root causes and implement effective solutions.

- Installation and Configuration: Perform installations and upgrades of software, configure hardware, networks, and systems according to customer requirements. Implement backup procedures to safeguard data integrity and system reliability.

- Testing and Validation: Test implemented fixes and configurations to verify that issues have been adequately resolved. Ensure that systems are functioning optimally and meet performance expectations.

- Follow-up and Documentation: Conduct post-resolution follow-ups with customers to confirm issue resolution and satisfaction. Create comprehensive documentation of frequently occurring support requests, along with suggestions for process and product improvements.

- Ad Hoc Tasks: Assist with any additional tasks or projects assigned by managers or company leadership. Maintain flexibility and adaptability to support evolving business needs.

Requirements

- Fluency in both English and Spanish, with exceptional verbal and written communication skills in both languages.

- A college degree in information technology or a related field, providing a solid foundation in technical concepts and principles.

- Minimum of 2 years of experience in a technical customer support role, demonstrating proficiency in troubleshooting and resolving technical issues.

- Experience supporting and installing on premise and SAAS POS (Point of Sale) systems, Restaurant technology systems, Data reporting & analysis, Self Service Kiosks, Digital Signage, Access Control systems, RFID Lockers, e-commerce applications, mobile apps, RFID based debit card systems and Cashless payment systems

- Adequate knowledge of electronics and basic Network knowledge with router and access point configuration

- Working knowledge of Windows desktop and server operating systems and architecture to support diverse IT environments.

- Experience working in Family Entertainments (FEC), Amusement and Theme parks is preferred.

- Ability to troubleshoot and resolve technical issues efficiently, demonstrating analytical thinking and problem-solving abilities.

- Excellent communication and interpersonal skills to effectively communicate technical concepts to both technical and non-technical stakeholders.

- Strong organizational skills with the ability to manage multiple tasks and priorities in a fast-paced environment.

Additional requirements and work environment

- Candidates will be required to pass a background check and drug screening.

- Valid US driver’s license, Valid Passport (travel to national & international locations as needed)

- Ability to work flexible hours, including evenings, weekends and holidays.

- Flexible to travel to install location if required. (preferred)

Job Type: Full-time

Pay: $50,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Vision insurance

Schedule:

• 8 hour shift
• Weekends as needed

Experience:

• SAAS POS (Point of Sale) systems: 2 years (Required)
• Technical Support - Hardware/Software: 2 years (Required)
• Restaurant technology systems: 2 years (Preferred)

Language:

• English and Spanish (Required)

Ability to Relocate:

• Dallas-Fort Worth, TX: Relocate before starting work (Required)

Willingness to travel:

• 50% (Preferred)

Work Location: In person