Summary

Front line phone and remote support for all our customers — including grocery and hospitality industries.

Purpose

Create a positive customer support experience and build strong relationships through understanding problems, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.

Responsibilities

• Answer inbound service desk calls, emails, and monitor issue queues.
• Provide initial troubleshooting and clarification of issues or requests.
• Create and update incident records for tracking and documenting issues or requests.
• Communicate regularly with customers, providing updates on open issues.
• Categorize and prioritize issues using defined standards.
• Maintain 75% resolution of all incoming calls without escalation.
• Follow escalation processes for complex incidents or unmet SLAs.
• Monitor escalated issues to ensure timely resolution and communication.
• Use, update, and maintain knowledge base documents.
• Validate and deliver solutions provided by Levels 2–4.
• Provide after-hours support as part of the on-call rotation.
• Offer feedback to internal teams to improve products and reduce support requests.
• Continue developing skills to advance toward a Level 2 position.

Qualifications / Credentials

Interpersonal Skills

• Strong verbal and written communication with co-workers and customers.
• Ability to handle high call volumes and pressure situations.
• Effective prioritization of issues and activities.

General IT Proficiencies

• Troubleshooting and diagnostic skills.
• PC hardware and Windows operating systems (7, 8, 10, Server 2008, 2012, 2016).
• System and data backup, recovery, and imaging.
• Networking, routers, and wireless access points.
• SQL database basics.
• Office suite applications, email clients, and browsers.
• Security practices including passwords, firewalls, antivirus, and anti-malware.
• Remote desktop support and FTP.

POS Systems Knowledge

Ability to identify components, software applications, and business activities for the following customer industries and platforms — Grocery and Hospitality.

• Grocery
• Hospitality

Prior experience in one of these industries is beneficial.

Our Values

• Respect and honesty
• Learning and sharing
• Relaxation and fun
• Responsiveness
• Accountability and ownership

Job Type: Full-time

Location: Plymouth, MN

Please fill out the application form to apply for this position.