Techncial Support Agent

Location:  Remote, Unites States

Position Description 

Our remote Call Center is looking for a career-driven individual who likes a fast-paced support role. This is an entry level position with a lot of room for growth and upward mobility. We promote from within, so this is a chance to get in on the ground floor and work your way up. If you like working with computers, customer service and a fast-paced work environment, please apply! 

Why We Need You

• Provide first level problem solving for Point of Sale (POS) hardware and software and other PAR products, including, but not limited to, operational and technical problems
• Utilize service management systems for gathering and maintaining service incident data
• Contribute to the KCS knowledge management system and adhere to and continually review published escalation and workflow procedures based on ISO 9000, and departmental written workflow procedures
• Ability to work a variety of shifts, including weekends, holidays, and overtime as requested, perform to defined standards, carry out special work assignments, and meet all conditions of employment
• Work in a team environment participating as a team member, focusing on continuous improvement and total customer satisfaction, and building a relationship with our customers
• Perform customer service administrative task as assigned and understand customer database and processing customer part requests
• Work within KCS environment, required testing to reach preferred status as requested
• Decisions are limited and routine for which clearly defined procedures are documented
• Must display genuine concern and ownership for customers’ situations
• Exercise sound judgement and analytical skills in determining a resolution to problems
• Provide and obtain general information which is technical in nature
• Work with moderate supervision
• Additional contacts are PAR and third-party service management and field engineers

What We’re Looking For

• 1 year of Customer Service experience minimum.
• Problem solving, communication skills, typing, and basic Windows computer knowledge is required.
• Highly reliable internet required with Broadband or fiber.
• Call Center experience is highly preferred. If it's Technical Support or Helpdesk specific; your application will stand out.
• Networking experience is desired.
• Ability to work at a secondary location in case of ISP outage.
• AAS degree in electronics technology, computer science, or its equivalent is a plus.
• A+ certification and Microsoft certifications are preferred. 
• Networking+ certification is another major plus. 
• Bilingual Spanish speakers a PLUS

Who We Are

At PAR, we believe we will win or lose, through the culture we build.

Our culture is built on 4 values.

• Speed – we are the kind of people who do not wait for the elevator
• Ownership – we want owners, not renters
• Focus – success is built from focusing on what matters most
• Winning Together – for PAR to win, we need our customers, our employees, our suppliers, our shareholders, and our community to succeed

We believe by committing to these values (and more) we can build a cultural moat that, combined with our products, will create years of long-term success.

Shift Options

Monday-Friday 5:00am-1:30pm EST

Pay rate: 

The hourly rate for this position is $19-21 USD per hour commensurate with work location, experience, skills, certifications, education, and prior accomplishments.

The position may be eligible for additional compensation, including a bonus, commission and/or equity, as applicable.

Interview Process

*The Interview Process will include a live technical assessment of the below foundational hardware and software troubleshooting skills/knowledge required for the role:

• Hardware- basic troubleshooting of hardware and interfacing components
• Networking- Hardware and IP addresses
• Windows- Event Viewer, Command Prompt

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