Solutions Support Engineer I

Agilysys Inc   •  

Las Vegas, NV

Industry: Technology

  •  

Less than 5 years

Posted 73 days ago

This job is no longer available.

Description

Solutions Support Engineer I

At Agilysys, Inc. we are proud of our 3,000+ customers including some of the world’s most recognizable resort, casino and cruise line brands. We specialize in market-leading point-of-sale, property management, inventory and procurement, and mobile and wireless solutions that are designed to streamline operations, improve efficiency and enhance the guest experience. We serve casinos, resorts, hotels, food service venues, stadiums, cruise lines, grocery stores, convenience stores, general and specialty retail businesses and partners. With extensive operations, throughout North America, and additional sales and support offices in Singapore and Hong Kong, as well as software development in India, we are growing.
THIS IS THE CHANCE YOU HAVE BEEN WAITING FOR! BREAK INTO THE SOFTWARE INDUSTRY AND GROW YOUR SKILLS!

As a Solutions Support Engineer I you are responsible for managing initial, real-time technical diagnosis and case documentation of customer concerns in a high call volume software support center. Solutions Support Engineer Is must provide timely and accurate case documentation and technical solutions while assisting and troubleshooting with customers during a live call. The position requires strong problem solving, a high degree of intellectual curiosity, technical aptitude and an enthusiasm for working with people. Juggling a steep learning curve to master multiple products and customers, along with researching and troubleshooting as a first responder makes the position challenging.

The position requires flexibility and adaptability to efficiently manage in-bound customer calls for at least 75% of the time, or as needed, in a high-activity support center. Applicants must be results driven, able to excel in a team environment, tech savvy, and customer-centric.

Solutions Support Engineer Is are required to maintain a friendly and professional demeanor despite tight deadlines in resolving customer concerns. Another requirement is understanding when and how to escalate a customer’s technical issue while maintaining a seamless customer service experience. Cooperative and professional working relationships with co-workers, supervisors, and Agilysys customers are an ongoing necessity. Acts as a central resource for both external customers and internal employees to best understand and respond to the unique needs of Agilysys customers.

Your duties will include:

  • Provide excellent customer service through empathy, friendly demeanor, and following established quality assurance process
  • Complete overflow intake and triage of incoming calls as needed
  • Input quality data in ticketing system
  • Research software problems defined by customers and provide diagnosis and resolution
  • Perform basic walkthrough of configuration with the customer
  • Understand escalation process and perform escalation process in a timely manner
  • Actively participate in team meetings to provide feedback and ways to improve efficiencies
  • Coordinate with hardware vendors on diagnosis and resolution of hardware problems.
  • Accurately document worked issues and detailed steps for resolution when necessary
  • Keep abreast of software releases, new feature and functionality, and updated installation procedures
  • All other duties as assigned by Support Management team

Requirements for success:

  • At least an Associate Degree in a computer science and/or technology related field, or 1 to 2 years of equivalent IT related software experience
  • At least 2 years in a customer service, high-call volume work environment
  • Must have at least one year of experience using a Point-of-Sale (POS) system, and/or other hospitality systems.
  • Must have a basic understanding of SQL DBA, networking and databasetroubleshooting
  • Must effectively communicate technical information to both technical and non-technical customers
  • Must have familiarity with configuration, software and hardware, and networking
  • Must be flexible to work any shift based on business needs
  • Must be able to demonstrate a strong track record in cross-functional collaboration
  • Demonstrates a desire to shadow for growth and learning to increase knowledge and troubleshooting skills
  • Must be willing to complete all/multiple license applications, background checks, security checks and/or any other documentation. Provide copies of any identification documents required by any State, Federal or Tribal governmental agency to maintain compliance with their laws and to successfully perform in the role.
  • Must be willing to manage in-bound customer calls up to 75%, or as needed, of the time during an assigned shift.

Other desired experience:

  • At least one year of hospitality experience.
  • At least a bachelor’s degree in a computer science and/or technology related field.
  • At least two years of experience in-depth knowledge of troubleshooting in a Windows Server environment preferred
  • At least one year of experience in helpdesk ticketing preferred
  • At least one year of experience using Salesforce in a customer facing environment is preferred
  • Experience building something with SQL or ASP.net is strongly preferred
  • Familiarity with SaaS operations, process, and procedures preferred
  • Familiarity with AS400, IMB iSeries is preferred.
  • Experience troubleshooting software environments utilizing SQL is preferred
  • Prior work-related experience using Agilysys systems
  • Familiarity with SaaS operations, process, and procedures preferred
  • Familiarity with troubleshooting in a Windows Server environment preferred
  • Familiarity with network concepts including TCP/IP and network segmentation is preferred
  • Firm understanding of Traditional and SaaS difference in relation to troubleshootingpreferred
  • Desire to shadow for growth and learning to increase knowledge and troubleshooting skills preferred


Must be willing to complete all/multiple license applications, background checks, security checks and/or any other documentation. Provide copies of any identification documents required by any State, Federal or Tribal governmental agency to maintain compliance with their laws and to successfully perform in the role.