Technical Support 1

Job Description: 

Technical Support 1

Innovative Computer Solutions Inc - Jonas Software

Position Summary

We are seeking a highly motivated, Technical Support Representative to assist accounts using our Point-of-Sale system for Liquor Stores.
The position is ideal for friendly, customer-focused, self-motivated, patient, dependable individuals, who are looking to use the opportunity to grow within a great organization.  Our highly reputable company offers career growth opportunities, a complete benefits package including 401k, a friendly team, and a great business casual working environment.  Candidates with drive and perseverance will open the door for other opportunities within the organization.

Key Responsibilities

• Incident Management & Triage: Serve as the first point of contact for technical inquiries via phone and email, managing the end-to-end lifecycle of support tickets to ensure timely resolution.

• Peripheral & System Troubleshooting: Diagnose and resolve hardware connectivity issues involving printers, barcode scanners, and integrated payment terminals.

• AI-Enhanced Problem Solving: Utilize modern AI productivity tools to interpret complex technical logs, assist in generating custom report queries, and streamline solution discovery.

• Merchant Education: Lead remote training sessions to guide customers through core software functions, inventory management, and e-commerce platform fundamentals.

• Feedback Loop: Collect and relay customer feedback to the R&D and development teams to help improve our products and services.

• Documentation: Maintain detailed records of customer interactions in the CRM and contribute to the knowledge base by drafting clear "How-To" guides.

• Strategic Escalation: Accurately document troubleshooting steps and identify when to escalate complex issues to senior technical teams after initial diagnostic efforts.

Required Skills & Qualifications

• Technical Literacy & Expertise: Foundational knowledge of PC/Mac hardware and Windows environments. Includes basic networking concepts (connectivity, local IP configuration) and the functional skills to perform technical tasks at a high level of accomplishment.

• Analytical Problem-Solving: Uses rigorous logic and methods to solve difficult problems with effective solutions. Probes all fruitful sources for answers, looks beyond the obvious, and can identify hidden problems through honest analysis.

• Operational Agility & Multi-tasking: Proven ability to multi-task and handle frequent interruptions while effectively "picking up where things left off."

• Professional Communication: Exceptional verbal and written communication skills, including the ability to translate complex technical concepts into clear instructions for non-technical users.

• Composure Under Pressure: Maintains a calm, steady, and professional approach during high-priority issues or "tough times." Serves as a settling influence in a crisis and does not become defensive or frustrated when challenged.

• Customer Centricity: Dedicated to meeting the expectations of internal and external customers. Establishes trust and uses customer feedback to drive service improvements.

• Growth Mindset & Learning: A "relentless and versatile learner" who quickly grasps the essence of new problems, enjoys the challenge of unfamiliar tasks, and seeks to advance through skill acquisition.

• Organization & Time Management: Highly accurate, reliable, and well-organized. Effectively manages a personal case queue by concentrating efforts on critical priorities and eliminating roadblocks.

• Interpersonal Skills: Patient, courteous, and tactful. Practices active listening, understands data before making judgments, and is sensitive to proper pacing and due process.

• Innovation & Creativity: Ability to generate unique ideas and make connections between unrelated