Technical Support Analyst Position Available In Guilford, North Carolina

Technical Support Analyst Food Express Inc 324 South Elm Street, Greensboro, NC 27401 GlobalConnect® is a consortium of independent food service companies providing corporate breakrooms, cafes, markets, vending, pantry and office coffee services. As an industry-leading technology company, our ecosystem offering spans payment hardware and software, loyalty programs, brand marketing, procurement, national account sales and other services that enable our affiliate member companies to provide state-of-the-art technology, flexible and healthy food choices, and consistent service to their corporate customers across the country. As the only fully integrated, wireless food service network that seamlessly functions across the North American continent, GlobalConnect® is rapidly growing in an $8 billion market in pursuit of its vision to dramatically improve breakroom service operations for the modern enterprise and its employees.

For more information visit:

usconnect.biz and globalconnect.biz

Job Description:

Technical Support Analyst Department:

GlobalConnect/USConnect Operations Reports to

Supervisor:

Support Engineering Supervisor Reports to

Manager :

Director of Engineering FLSA Status:

Non –

Exempt Summary:

GlobalConnect is looking for a talented and motivated individual as a Hardware/Software Technical Support Analyst for our branded point of sale terminals and virtual management systems. This role is for a self-starter with proven tech support and customer service experience eager to assist operators, follow and establish processes, and collaborate with a cross-functional team. The responsibilities for this role are diverse and include collaborating with our operator owners, the operator’s technicians, our development team, and staff in a fast-paced environment. The Tech Support Analyst will provide exceptional technical and customer service for our branded point of sale terminals, kiosks, and virtual management systems to Operators and Vending & Market Installers. The analyst will assist Operators by email and phone with installation, configuration, connectivity, hardware integration, and processing RMAs. This role asks for creative thinking, collaboration, and the passion for providing great hardware/software support and solutions. Knowledge of the Food Service Market and Vending industry is a plus.

What you will do:

Be the first interface to Operators for LYNK vending telemeters, GlobalConnect Telemetry System, and other GlobalConnect devices and related systems. Provide excellent customer service to GlobalConnect Operators and their staff by providing clear and detailed information, speaking in a positive and courteous manner, all exceeding the operator’s expectations Effectively diagnose operator needs using problem-solving skills and communicate possible solutions Able to articulate support issues to the technical development team Provide user acceptance input for hardware and software releases for our products Maintain the Development Lab and the equipment in working order Keep records of Support issues and resolutions in an issue tracking tool Follow processes for device RMAs and manage status on returns as needed Create and maintain the Support Documentation and Knowledge Base for external and internal users Monitor and manage cellular overage alerts for SIMs used in the telemetry devices Assist in the fulfillment process and support for our

AD-BLAST

devices and system At the beginning of each workday, emails are to be checked and responded to immediately Provide insight and ideas on improving how we serve our clients and operational improvements Involvement in weekly staff meetings which includes reporting data as requested Understand and successfully execute daily, weekly, and monthly task Participate in projects and task assigned upon request Follow all Standard Operating Procedures and policies Work onsite at our primary office in Greensboro, NC. Occasional travel to client sites may occur. Other duties as assigned What you will need: Ability to communicate with technical and non-technical operators and staff to provide the appropriate level of support Demonstrated and effective collaboration and communication Ability to solve complex technical problems Strong knowledge and understanding of the hardware systems Familiarity with service ticketing software Collaborative style, combined with the ability and desire to work in a team-based environment Strong and collegial interpersonal skills and an ability to communicate effectively in person, in writing, and by phone with both technical and non-technical staff Team-oriented strategist able to diplomatically manage numerous, quickly changing and complex situations, sometimes with competing constituencies Ability to create detailed documentation for support and knowledge base purposes Ability to work both independently and as part of a team Highly organized with strong attention to detail and able to handle multiple projects Relevant qualifications: Bachelor’s degree in a Technology-related field is preferred. At least two to four (2 – 4) years Customer Service, Technical Support, or Helpdesk experience. Hardware and Network experience is ideal. Experience in the Food Service Market and Vending industry is a plus. The ideal candidate would bring a technical background and proven effectiveness in customer technical support. Background checks and drug screening are required.

We offer the following benefits:

100% paid Employee base plan Health Insurance, buyup plan available at a very low cost. Dependent Health Paid Vacations and Personal Time off. Health/Dental/Vision insurance Short and Long-Term Disability Basic and Supplemental Life Insurance 401(k) Critical Illness and Accident Insurance Tuition Reimbursement College Scholarship Program for children of employees GlobalConnect is an equal opportunity employer. We are committed to treating all Applicants and Employees fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.