Solutions Support Engineer III

Technical Support Las Vegas, Nevada Alpharetta, Georgia


Description

Solutions Support Engineer III

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. For more information, visit www.agilysys.com.


THIS IS THE CHANCE YOU HAVE BEEN WAITING FOR! BREAK INTO THE SOFTWARE INDUSTRY AND GROW YOUR SKILLS! 

As a Solutions Support Engineer III you are responsible for managing technical diagnosis of highly escalated and highly complex customer concerns. The role is challenging because the positions requires an ability to manage multiple projects at a time. The role requires an advanced level of troubleshooting and problem-solving abilities to research and resolve escalated customer concerns and/or complete complex technical projects. Solutions Support Engineer IIIs must have an advance understanding of multiple software products, an understanding of the software implementation process as well as how to use internal and external resources to exceed client needs. Solutions Support Engineer IIIs also mentor and train Support Engineer I and II team members. The position requires cross collaboration with other departments or as directed by management and client needs.

The position requires flexibility and adaptability to efficiently transition from managing in-bound calls for at least 30% of the time to working independently to research escalated issues and/or complete adhoc projects as directed by management and business needs. Support Engineer IIIs will also lead adhoc projects for internal and external customers.

On occasion, Support Engineer IIIs will assist the Professional Services team in resolving software implementation concerns. This position requires the employee to maintain a friendly and professional demeanor despite tight deadlines in resolving escalated customer concerns.

 

Applicant must be results driven, able to excel in a team environment, tech savvy, and customer-centric.

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
  • Assist team members and customers as the secondary path of escalation
  • Mentor and train all Support staff
  • Facilitate training classes or one-on-one training as needed
  • Provide immediate feedback of trends relating to incoming calls and training opportunities
  • Recreate issues in lab environment to resolve escalations
  • Responsible for monitoring boxes of fellow “buddy system” team members, identifying 30-day old calls, 7 days not updated, etc.
  • Participate in regularly scheduled high-profile customer calls as needed
  • Support or escalate “immediate escalation” flagged customers
  • Participate in call management meetings and post-mortems
  • Exemplify highly effective communication techniques (email and verbal), both internally and externally
  • Analyze and report trends from escalations for ways to improve the product
  • Report training opportunities to trainers and Managers
  • Perform full installations, upgrades and apply hotfixes
  • On-call for any priority 1 or major customer satisfaction issues
  • All other duties as assigned by Support Management team

Requirements for success:

  • At least a bachelor’s Degree in a computer science and/or technology related field, or at least 3 years of equivalent IT related software experience
  • At least 4 years in a customer service, high-call volume work environment
  • Must have at least two years of experience using a Point-of-Sale (POS) system, and/or other Hospitality systems.
  • Must have a strong understanding of SQL DBA, networking and database troubleshooting
  • Must effectively communicate technical information to both technical and non-technical customers
  • An ability to manage multiple technical and operational projects with conflicting deadlines, objectives, and pressures is required
  • Must have advanced knowledge configuration, software and hardware, and networking
  • Must be flexible to work any shift based on business needs, and or travel as needed
  • Must be able to demonstrate a strong track record in cross-functional collaboration
  • Demonstrates a desire to mentor and train others, and to share best practices and solutions in the best interest of customers
  • 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 30%, or as needed, during an assigned shift.

Other desired experience:

  • At least one year of hospitality experience.
  • At least four years of experience in-depth knowledge of troubleshooting in a Windows Server environment preferred
  • At least three years of experience in helpdesk ticketing preferred
  • At least two years of experience using Salesforce in a customer facing environment is preferred
  • Experience building something with SQL or ASP.net is strongly preferred
  • Strong understanding of SaaS operations, process, and procedures is preferred
  • Strong understanding of AS400, IMB iSeries is preferred.
  • Experience troubleshooting software environments utilizing SQL is preferred
  • Prior work-related experience using Agilysys systems is preferred
  • Subject Matter Expertise in at least two software products preferred
  • Strong understanding of and ability to troubleshoot in a Windows Server environment is preferred
  • Strong understanding of network concepts including TCP/IP and network segmentation is preferred
  • A strong understanding of Traditional and SaaS difference in relation to troubleshooting is preferred
  • A continued desire to master a job-related skill-set and/or product preferred
  • An understanding of object-oriented programming – C++, C#, Java & .Net is preferred
  • An understanding of the software implementation process is preferred
  • An ability to train on at least two products from both a customer and support perspective is preferred
  • Able to obtain a gaming license

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 complete all license applications, background checks, security checks and/or any other documentation and 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.

------------------------------------------------------------------------------------------------------------------------------------------------------------

The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.  Conditions may require the Company to modify this job description and the Company reserves the right to exercise its discretion to make such changes.

 

Agilysys is an equal opportunity employer.  In compliance with Federal and State EEO laws, qualified applicants are considered for all positions without regards to race, color, gender, religion, national origin, ancestry, place of birth, age, marital status, sexual orientation, disability, or veteran status.

EEO/AAP Employer

M/F/V/D

------------------------------------------------------------------------------------------------------------------------------------------------------------