Support/Service Technician Dallas Forth Worth TX

Support/Service Technician – Dallas - Fort Worth, TX


Front-line phone support and on-site service for grocery industry.


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.

  • Answer inbound service desk calls, emails, and monitor issue queues
  • Provide troubleshooting and clarification of issue or request
  • Create and update incident records for tracking and documenting issues or requests
  • Regular communication with customers, providing updates on open issues
  • Categorize and prioritize issues and requests using defined standards
  • Maintain resolution of 75% of all incoming calls without escalation to Level 2/Level 3 within established time limits
  • Follow escalation processes for incidents requiring additional knowledge or expertise, or not meeting the expected service level agreement for resolution
  • Monitors issues escalated to Level 2 to ensure timely resolution and maintain customer communication
  • Use, update, and maintain knowledge base documents
  • Validate and deliver solutions provided by Level 2/Level 3
  • Provide after-hours support as part of the on-call rotation
  • Provide feedback and recommendations to other internal teams to improve product delivery and reduce support requests
  • Expand your knowledge of components, applications, and business activities to advance your abilities and responsibilities for promotion opportunities


  • Must be self-motivated, organized and punctual
  • Good driving record and able to travel to customer sites in your area
  • Interpersonal skills
  • Clearly communicate verbally and in writing with co-workers and customers
  • Can handle high call volume in high-pressure situations
  • Able to prioritize issues and activities effectively
  • General IT proficiencies
  • Troubleshooting and diagnostic skills
  • PC hardware
  • Operating Systems: Windows XP, 7, 8, Server 2003, Server 2008, Server 2012
  • System and data backup, recovery, imaging
  • Networking, routers, wireless access points
  • SQL Database basics
  • Office suite applications, email clients, browsers
  • Security practices - passwords, firewalls, antivirus, and anti-malware
  • Remote desktop support, FTP
  • POS Systems - identify components, software applications and business activities for the following customer industries and platforms

Experience in one of these industries is beneficial:

  • Grocery
  • Hospitality
  • Fuel & C-Store

Our Values:

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


  • Competitive wages
  • Health and Dental benefits
  • 401k
  • Mobile Phone Plan

Job Type: Full-time

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