Systems Support Specialist Position Available In Cobb, Georgia

Systems Support Specialist 3.3 3.3 out of 5 stars 1642 Powers Ferry Road SE, Marietta, GA 30067

Ambit Technologies Company Overview:

Ambit Technologies is a leading POS company with a dedicated team of experts that provide innovative point of sale (POS), and payment solutions tailored for restaurants, liquor stores, and smoke shops. Designed to be affordable, customizable, and scalable, our POS solutions empower businesses with comprehensive features to enhance operations. Our solutions seamlessly integrate with existing POS systems, providing complete auditing capabilities while ensuring PCI compliance standards for secure payment processing. We offer same-day, on-site service, white-glove implementation, and low- to no-cost hardware while delivering top-tier support. As the technology partner of choice, we specialize in installation, training, integration, technical support, professional services, and consulting. With a focus on expertise and care, we support clients ranging from independent single stores to multi-store chains.

Position Summary:

Position Overview:

The System Support Specialist role serves as a key technical liaison between Ambit Technologies and the senior leadership of its customers. In addition, it serves as a project leader in the implementation and ongoing support of Point of Sale (POS) systems. The position plays a critical role in driving system reliability, customer satisfaction, and continuous service improvement. The individual is responsible for overseeing complex POS deployments, managing client mediation emergencies, overseeing third-party integrations, and contributing to operational efficiencies across the support lifecycle. By collaborating with cross-functional teams—including Sales, Installation, Systems, and Senior Leadership on customer sites, this role ensures seamless customer onboarding and long-term success. It also supports strategic initiatives such as process optimization, knowledge management, and R D for emerging technology solutions, making it a vital contributor to both customer experience and organizational growth.

This Position is Accountable for:

1. Driving High Impact Customer Support Strategy and Technical Service Excellence Serve as a strategic first point of contact for technical support related to POS systems, software, and hardware. Utilize remote support tools such as ConnectWise Control RMM to efficiently diagnose and resolve technical issues. Deliver clear, solution-oriented guidance to customers to ensure fast, effective issue resolution and a high-quality service experience. Maintain exceptional customer satisfaction through timely ticket resolution aligned with established SLAs. 2. Leading System Maintenance, Diagnostics, and Technical Issue Resolution Take end-to-end ownership of diagnosing and resolving complex software, hardware, and network issues related to POS systems. Ensure accurate and thorough documentation of issues, resolutions, and service activities within ConnectWise Manage. Identify trends in recurring technical problems and collaborate with the Systems team to design and implement scalable, long-term solutions. Support proactive system updates and configuration improvements to enhance system performance and reliability. 3. Delivering On-Site and Remote Technical Support Solutions Support the installation, repair, and maintenance of POS hardware and system components on-site as needed. Provide expert-level remote assistance for troubleshooting hardware and software issues. Conduct effective customer training sessions to promote confident system usage and reduce ongoing support needs. Partner closely with Sales and Installation teams to ensure a seamless, integrated customer experience throughout the support lifecycle. 4. Managing and Executing Project-Based POS Implementations Lead the execution of POS implementation projects, including database builds, hardware staging, testing, and system configuration. Coordinate payment processing and third-party software integrations to ensure operational readiness. Provide hands-on Go Live support to facilitate smooth system launches and minimize disruption. Evaluate and share feedback on implementation processes to improve efficiency and future rollout effectiveness. 5. Championing Documentation, Knowledge Management and Continuous Improvement Maintain comprehensive records of all support interactions, resolutions, and technical workflows. Contribute actively to the development and enhancement of internal knowledge bases to drive support team efficiency. Collaborate with the Systems team on research and development initiatives for emerging hardware and software solutions. Identify opportunities for operational improvement and recommend process enhancements to strengthen service delivery. 6. Performing Additional Duties to Support Team and Organizational Goals

• Take on additional responsibilities as needed to support departmental objectives and broader company initiatives.

Key Performance Indicators (KPIs) Performance in this role will be measured by the following strategic success metrics: Customer Satisfaction (CSAT): Measured through post-engagement feedback to assess overall customer experience, service quality, and issue resolution effectiveness.

First Response Time:

Average duration from ticket submission to initial acknowledgment and engagement, reflecting responsiveness and service prioritization.

Ticket Resolution Time:

Average time taken to fully resolve support requests, indicating efficiency in troubleshooting and issue management.

System Uptime & Operational Reliability:

Percentage of time POS systems remain fully functional, demonstrating effectiveness in preventive maintenance and technical support.

Customer Training Impact:

Percentage of customers reporting increased confidence and self-sufficiency in system usage following training sessions, reflecting training quality and long-term support success.

KNOWLEDGE, EXPERIENCE, AND SKILL REQUIREMENTS

• Excellent communication skills both verbal and written
• Comprehensive customer service skills and experience
• Knowledge of Windows operating systems including Windows

XP, 7, 10, & 11

• General understanding of computer networks, inclusive of devices, installation, setup, and support
• General understanding of computer and network hardware components

PHYSICAL DEMANDS / WORK ENVIRONMENT

• Sitting/standing
• Computer work
• Occasional hands-on work with POS hardware and network devices

Job Type:

Full-time Pay:

$47,000.00 – $58,500.00 per year

Benefits:

401(k) Health insurance Paid time off

Schedule:

Day shift Monday to

Friday Experience:

POS Support:

1 year (Preferred)

Location:

Marietta, GA 30067 (Preferred) Ability to

Commute:

Marietta, GA 30067 (Preferred)

Work Location:

In person