Support Team Leader HS Information

Job Details

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Agilysys Inc

Agilysys, Inc. is a developer and marketer of proprietary enterprise software, services and solutions to the hospitality and retail industries. The Company specializes in market-leading point-of-sale, property management, inventory & procurement and mobile & wireless solutions that are designed to streamline operations, improve efficiency and enhance the consumer's experience. Read More

Address	425 Walnut Street Suite 1800 Cincinnati, OH 45202 United States
Website	www.agilysys.com
Holding	No Holding Details

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Support Team Leader HS

Responsibilities

    * Act as second level escalation to Technical Support Representatives, System Engineers, and Account Managers.
    * Reproduce customer/software issues before submitting Product Maintenance and Development Requests to Development.
    * Maintain the Technical Support Lab of Equipment, ensuring latest software levels on all equipment.
    * Provide Project Management for escalated customer calls. Includes progress reports to customers, Director Customer Care Services, Account Manager, Sales Manager, and VP of Technical Services.
    * Coordinate with customers, vendors and Agilysys on technical and operational requirements of third party products and interfaces.
    * Interface directly with Level III to learn software feature & fix releases.
    * Responsible for responding to pages during or after business hours.

Technical Skills:

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      Install hardware and software, configure software to meet operational needs, and conduct product training for Technical Support Representatives.
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      Maintain superior technical knowledge and skills with the Agilysys product line and the industries in which it is installed.
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      Provide advanced technical services to customers, such as database consulting, Microsoft OS system administration, and network planning.

Staff Management:

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      Train Technical Support Representatives on product feature functionality.
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      Mentor Technical Support Representatives in enhancing troubleshooting skills.
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      Provide call management assistance to Technical Support Representatives; report performance feedback to Customer Care Center Supervisor.
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      Participate in the recruitment of Technical Support Representatives and other department staff, including interviewing when necessary.

Requirements

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      2 - 4 years experience in the hospitality, technical support, or computer industry, with at least 2 years in either IT or POS specialty.
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      Strong track record in cross-functional collaboration.
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      Excellent oral and written communication skills.
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      Assertive.
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      Entrepreneurial - sense of urgency and drive, proven capability to develop, lead, and implement new initiatives with little to no initial prompting or ongoing guidance.

Other Job Information

Vacancy type:	Full Time	Contact Mode:	not provided
Fax:	not provided	Contact Name:	not provided
Job Duration:	not provided	Phone:	770.810.7800
Email:	info@Agilysys .com