Agilysys
Technical Support
Las Vegas, NV
Sponsorship not specifiedDetected 21 days ago
SQLSalesforceCustomer SuccessCustomer SupportResearchProblem Solving
About the role
- You play a critical role in shaping the customer experience and strengthening trust in the Agilysys brand.
- Your work directly impacts customer satisfaction, operational efficiency, and the speed at which issues are resolved across teams nationwide.
Responsibilities
- Perform basic walkthrough of configuration with the customer
- Understand escalation process and perform escalation process in a timely manner
- Accurately document worked issues and detailed steps for resolution when necessary
Requirements
- Minimum one year of experience in a customer facing position and/or in the hospitality industry
- Either hands-on user experience and/or related experience in POS (Point-of-Sale), PMS (Property Management) software
- Familiarity troubleshooting Windows Server
- Required Skills & Competencies
- Minimum one year of experience troubleshooting and servicing basic hardware and software inquires
- A familiarity in helpdesk ticketing and helpdesk processes
- Familiarity with troubleshooting software environments utilizing SQL is a plus
- Experience using Salesforce is preferred
- The desire to learn, investigate, hunt, and strive for continuous improvement every day!
- Excelled in customer service aptitude; answering phones, emails and interacting with clients throughout an active, high-volume day
- Technical aptitude and general experience troubleshooting hardware and software
- Industry-specific certification(s) such as A+, Network+, MTA, or HDI Desktop Support Technician
- A natural desire to assist others and problem-solve
Nice to have
- Diagnose and troubleshoot a broad array of network, and other technical issues that would require a basic understanding of hardware and software
- Complete primary intake and initial triage of incoming calls
- Provide excellent customer service through empathy, friendly demeanor, and following established quality assurance process
- Input quality data in ticketing system, Salesforce
- Actively participate in team meetings to provide feedback and ways to improve efficiencies
- Coordinate with hardware vendors on diagnosis and resolution of hardware problems
- Keep abreast of software releases, new feature and functionality, and updated installation procedures
- Other duties as assigned
Company info
- Research hardware and software problems defined by customers and provide diagnosis and resolution
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This listing is sourced directly from Agilysys's careers page and normalized into a canonical job model.