Field Support Specialist

Field Support Specialist
Location:MA, Dedham
Req No.:
Primary Function:
Provide technical-level customer support to customers using Streamware Connect / Crane Cashless products and services. Includes telephone support and training.
Responsibilities and Duties
+ Identify and solve problems related to Streamware technology, relying chiefly upon personal knowledge and skills
+ Handle issues as referred from other areas of the organization to completion
+ Work with customers to diagnose and address critical customer issues
+ When technical resource referrals are needed, ensure through continued ownership of the issue that the necessary resolution is obtained
+ Refer non-Tier 2 work to appropriate resources
+ Take on additional work (typically diagnostic, investigative and remedial) as assigned
+ Provide customer and internal training in technical subject matter areas as necessary
+ Prepare documentation and instruction on significant topics where and as needed
+ Use SFDC Case functions for issue management
+ Keep further records of work as necessary for documenting and auditing activities
+ Ensure that Tier 2 contact protocols are observed and refer inappropriate work accordingly
+ Prepare weekly report of activities and significant developments, findings, etc.
+ Perform other duties/projects as assigned
Qualifications and Required Skills
+ Associate?s degree in Business Administration, Computer Science or related field, required.
+ 3 years in technical customer service environment
Key Attributes for Success
+ Ability to plan, organize, and prioritize work assignments
+ Ability to establish and maintain effective working relationships
+ Ability to communicate effectively both orally and in writing in English
+ Good personal organizational skills
+ Good interpersonal skills
+ Knowledge of the operation and use of personal computers and their peripheral equipment
+ Good knowledge of logical operation of computers and data communication devices
+ Ability to use computer applications such as spreadsheets, word processing, e-mail
+ Ability to analyze and solve technical problems by investigating potential solutions using troubleshooting skills
+ Ability to learn new products and technologies
+ Excellent telephone and customer handling skills
+ Ability to simplify technical terminology for training purposes
+ Ability to identify and resolve user problems
+ Ability to deal professionally with irate customers
+ Knowledge of specific Streamware technologies and customers is a significant plus
+ Knowledge of the Vending / Automatic Merchandising Industry
+ Knowledge of the ?Point of Sale? payment industry
Crane Co. is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, or national origin or any other characteristic protected under federal, state, or applicable local law

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