Technical Support - Boynton Beach, United States - TechTrex Inc./KioSoft Technologies LLC

TechTrex Inc./KioSoft Technologies LLC

Verified Company

Boynton Beach, United States

6 days ago

Posted by:

Mark Lane

beBee recruiter

Description

KioSoft Technologies (KioSoft) is a growing hardware/software company providing turnkey custom solutions for the Commercial Laundry, Vending, and other unattended Payment Industries.

KioSoft has operations in the United States, Canada, China, Korea, and authorized dealers worldwide.

We are looking for a highly motivated, and trainable individual with drive and determination to help us provide high quality customer service to our client base.

We strive to maintain a professional, yet relaxed working environment while providing room for growth.

Main Duties and Responsibilities

Technical/Customer Support:

Serve as the primary point of contact for complex customer inquiries and escalations, providing timely and accurate resolutions.
Coordinate with crossfunctional teams, including engineering and vendor teams to address customer issues and ensure prompt resolution.

Technical Expertise:

Maintain a deep understanding of KioSoft Technologies products, features, and functionality.
Stay updated with the latest industry trends and best practices related to KioSoft Technology products, providing insights and recommendations to improve the customer experience.

Continuous Process Improvement:

Proactively contribute to knowledge base articles and selfhelp materials to empower customers and reduce support ticket volumes.

Customer Advocacy/Customer Success:

Serve as a customer advocate within the organization, representing customer needs, pain points, and feedback to relevant teams.
Drive initiatives to proactively improve product usability, documentation, and user experience based on customer insights.

Qualifications

Associate's degree in a relevant field or equivalent practical experience in lieu of education
Minimum of 2 years in the IT or a related field with experience directly interfacing with customers delivering & supporting IT or technology solutions.
Prior experience in a customer support role, preferably supporting payment technology, IOT, or similar technology.
Strong technical aptitude and ability to quickly learn and understand complex software products.
Excellent problemsolving and analytical skills with a proactive approach to issue resolution.
Exceptional communication and interpersonal skills, with the ability to effectively communicate technical concepts to nontechnical customers.
Familiarity with support ticketing systems and customer relationship management (CRM) tools.
Ability to thrive in a fastpaced and dynamic environment while maintaining a focus on customer satisfaction.
Must be a U.S. citizen residing in the United States.
Ability to travel nationally up to 30% of the time to customer sites for inperson training sessions.

Preferred Qualifications

Experience with knowledge base creation and Knowledge-Centered Service (KCS) standards.

Physical Requirements

Must be able to be in a stationary position more than 50% of the time
Must be able to communicate, converse, and exchange information with peers and senior personnel
Constantly operates a computer and other office productivity machinery, such as a computer
The person in this position frequently communicates with coworkers, management and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situations
The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
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