SCOPE This position provides accurate and timely technical support services for all network-connected VENU+ products, including our rental lockers, mobility products, and arcade devices. Troubleshoots hardware/software and supports our customers through professional phone and email interactions. Provides excellent customer service while finding and implementing technical solutions in a hospitality-based IT environment.
KEY RESPONSIBILITIES - Primary phone support for customers calling to the Technical Help line including during day and on-call shifts
- Troubleshoot software and hardware issues on platforms used by our theme park and arcade customers
- Monitors the Support email inbox, voicemails and creates tickets for Alerts (when applicable) and customer requests
- Delivers outstanding service to internal and external customers
- Provides customer updates according to current management standards on outstanding issues.
- Updates call tickets, logs, and databases with detailed and timely information
- Maintains Technical support documentation and assists in developing new material as required
- Participates in the on-call rotation.
REQUIREMENTS - Fluent in Spanish (speaking, understanding, and reading/writing)
- Associate degree required with experience in installing, configuring, and repairing personal computers and related peripherals, or 3 years-experience in computer and electronic technical support, or a combination of these. CompTIA A+ and Network + completed or in-progress are a major plus.
- Customer service experience in a helpdesk or computer related environment
- Advanced knowledge of Microsoft Office products (Outlook, Word, Excel)
- Possesses problem-solving skills with knowledge of networking, desktop hardware and software
- Experience troubleshooting various types of 5 and 12-volt circuits as well as RS-232 and RS-485 communications
- Must be able to work independently and with other team members with little direct supervision.
- Requires a close working relationship with: Site installation team, Field Support, Sales Management, Operations teammates, and Finance Group.