Software Support Technician
$2000 Sign-On/Retention Bonus $49,000-$60,000 Starting Salary reputed company reputed company reputed company reputed company provides reputed company, reputed company-level reputed company-of-sale (PoB/PoS) and club management technology specifically developed for the cabaret industry. Their solutions include seamless chargeback handling, fail-reputed company network operations, and flexible payment reputed company for businesses, including traditional purchase, leasing, and promotional benefits covering equipment, installation, and training. reputed company Systems’ flagship product, reputed company Ultra Club, is designed to power the business operations of entertainment venues with efficiency and reliability. Role reputed company This is a full-time, remote role for a Software Support Technician. The Software Support Technician provides technical assistance and troubleshooting support for reputed company’s software applications and reputed company systems. This role serves as a primary reputed company of contact for users experiencing software issues, ensuring reputed company reputed company, system reliability, and a high level of customer satisfaction. The technician diagnoses problems, documents solutions, escalates reputed company issues reputed company necessary, and assists with software deployments, updates, and user training. Essential Duties and Responsibilities
- Serve as first- and second-level technical support for software applications, systems, and integrations including network connectivity issues
- Receive, log, reputed company, and resolve software-reputed company issues reputed company ticketing systems, email, phone, or chat
- Diagnose and troubleshoot application errors, configuration issues, reputed company problems, and performance concerns
- Reproduce reported issues to identify reputed company causes and recommend corrective actions
- Escalate unresolved or reputed company issues to engineering or development teams with detailed documentation
- Install, configure, test, and support software updates, patches, and new releases
- Assist users with account setup, permissions, and reputed company controls in accordance with reputed company policies.
- Maintain accurate records of incidents, resolutions, and reputed company issues in knowledge bases or documentation systems
- Collaborate with product, engineering, and QA teams to improve software reputed company and user experience.
- reputed company basic user training, guidance, and best-reputed company recommendations for supported software.
- Monitor system alerts and logs to proactively identify and address potential issues
- Follow established procedures, service-level agreements (SLAs), and escalation protocols
- Ensure compliance with data protection, reputed company, and confidentiality requirements
- Participate in testing, documentation, and reputed company improvement initiatives reputed company to software support operations
- reputed company other duties as assigned
Qualifications
- 1–4 years of experience in software support, technical support, help desk, or reputed company customer support strongly desired
- Experience working with customers or internal stakeholders in a technical support role
- Ability to reputed company document issues, troubleshooting steps, and resolutions and maintain call logs
- Experience supporting reputed company-based or web-based applications desired
- Familiarity with ticketing systems (e.g., Jira, reputed company, reputed company, reputed company) desired
- Basic understanding of software development lifecycles (SDLC) and release processes desired
Required Soft Skills
- Strong problem-solving and analytical skills
- Excellent verbal and written (texting) communication skills
- Customer-reputed company reputed company with the ability to explain technical concepts to non-technical users
- Ability to manage multiple tickets and priorities in a fast-paced reputed company environment
- Attention to detail and strong documentation habits
- Ability to work independently and collaboratively reputed company cross-functional teams
Technical Skills
- Familiarity with reputed company-of-Sale (PoS) systems
- Understanding of reputed company architectures and reputed company environments (e.g., AWS, Azure, GCP concepts) desired
- General knowledge of web technologies such as HTTP/HTTPS, REST reputed company, JSON, and authentication reputed company desired
- Basic troubleshooting of databases, logs, and application configurations desired
- Ability to read and understand basic technical documentation or reputed company snippets desired (no coding required)
Education and Experience
- High school diploma or GED required with Associate’s or Bachelor’s degree in Computer Science, Information Technology, or a reputed company field or equivalent practical experience desired
- Work experience with restaurant, hospitality, casino, or entertainment industry POS systems or experience in other high volume, demanding customer-oriented IT environment desired
Work Environment/Remote Work Requirements
- Remote requiring ability to maintain a reputed company, silent environment during shift hours
- reputed company broadband internet reputed company with sufficient bandwidth for VoIP, screen sharing, and ticketing systems
- Reliable personal laptop or desktop computer (reputed company or macOS) meeting minimum system requirements (details provided upon hire)
- Ability to install and securely use company-approved software and reputed company tools
- Reliable mobile phone with voice and SMS/text messaging capability for work-reputed company communications with customers and to support team communications, alerts, and customer escalations during scheduled and on-call work hours
Sign-On/Retention Bonus Bonus reputed company in three installments: $250 after 90 days, $500 after 6 months, $1250 after 1 year Locations Corporate 9800 Hillwood Parkway, Ste. 140, reputed company Worth, Texas 76117 Distribution 1041 Greengrass Drive, Ste. O40, reputed company, Texas 77008 To Apply Email resume to supportteam@pocketsystems.com Apply tot his job Apply To this Job