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Technical Support Specialist

Company: HME
Location: Suwanee
Posted on: March 20, 2023

Job Description:

Since 1988, JTECH has pioneered innovative, easy to use and affordable JTECH pagers and text messaging solutions for a variety of businesses worldwide. For over 25 years, JTECH continues to be an industry-leading provider of wireless paging and messaging solutions. JTECH is a wholly-owned subsidiary of HM Electronics, Inc.(HME) and has been combined with HME Wireless to create the largest onsite paging company in the world. JTECH provides integrated guest management and paging solutions to a host of industries worldwide. From the very beginning, we've known these solutions would never have happened without the customer-focused people who make up our company. HME has a team environment with a culture of collaboration, learning, and growth. With subsidiaries located in California, Georgia, Missouri, Canada, UK and China, companies around the world depend on HME for clear, reliable communication solutions. From setting the standard for drive-thru headsets and timer systems in the quick service restaurant (QSR) industry to developing professional audio equipment used in the Olympic Games, HME strives to create the newest, most innovative products on the market while providing quality care and attention to its customers. At JTECH you will have the opportunity to learn and grow while developing our future products. Come join our team!

JTECH/HME is currently looking for a Technical Support Specialist. This person provides technical support for all hardware and software applications, responds to escalated support calls, and provides operation, troubleshooting, maintenance, and installation support. They will also participate in new and existing product development and testing, including developing and providing user training to internal and external customers, and working with engineering and manufacturers to improve product quality and functionality.

What you will do in the position:

  • Provides world-class technical support for hardware, table management software systems (e.g. Spinnaker, Vuze), and software applications (e.g. Smart Call Messenger, Host Concepts).
  • Instructs sales, installers and customers in equipment, network and software installation, operation and maintenance of equipment and their responsibilities.
  • Assists sales in pre-sale evaluation to determine optimum solutions and applications.
  • Ensures escalations are prioritized properly and status communicated to the client in a timely matter.
  • Identifies and reports the status of critical product issues or incidents and problems to leadership.
  • Uses AX to properly document issues.
  • Facilitates and promotes a team culture that encourages ownership of team goals, trust, respect, and strong cross-collaboration throughout the organization.
  • Collaborates across functional departments to determine root cause and develops solutions focused on minimizing the volume of tech support calls.
  • Provides client support and training during transition from sales to service.
  • Seeks and identifies opportunities to enhance the client's experience.
  • Maintains basic knowledge of hospitality-driven technologies and ensures compliance of communication regulations.
  • Manages and reports on ongoing integration projects.
  • Initiates proactive learning of current and newly released applications.
  • Trains internal staff on new product applications and existing product enhancements.
  • Leads the development and maintenance of Tech Support system and processes (i.e. FAQs,).
  • Performs product developing and testing, new and existing as needed.
  • Serves as the subject matter expert/resource for internal application migration, CRP/ERP - AX, Power BI, HubSpot.
  • Computer networking resource for integrations, order processing, customer inquiries, sales assistance, and accounts receivables.
  • Performs all other job responsibilities as assigned. What you will need to succeed in this position:
    • Basic understanding of electronics, communications systems, and computer networking.
    • Technical knowledge of installing and repairing electronic systems.
    • Previous troubleshooting experience with complex electronics matters.
    • Strong PC, Word, Outlook, and Excel knowledge.
    • Ability to learn and stay current on new products and systems.
    • Ability to work and provide after-hours technical support as needed.
    • Basic project management skills.
    • Bilingual (English and Spanish) preferred.
    • 2 - 5years related experience.
      Pay Range: $19.50/hour to $30.00/hour This is the pay range we reasonably expect to pay for the role. This may vary depending on experience and other factors. Our benefits package includes tuition reimbursement; 3 weeks paid vacation your first year, paid holidays, medical, vision and dental coverage, pet insurance, life insurance, and 401K contributions.

      The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee will occasionally lift and move up to 10 pounds, 50 pounds with assistance.

Keywords: HME, Roswell , Technical Support Specialist, Other , Suwanee, Georgia

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