Support Specialist I at Pomeroy

Greenville, South Carolina, United States -

Full Time

Start Date

Immediate

Expiry Date

03 Feb, 26

Salary

0.0

Posted On

05 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Pos Software Support, Quality Assurance Testing, Troubleshooting, Analytical Problem-Solving, Communication Skills, Team Collaboration, Mentoring, Customer Satisfaction, Operating Systems, Microsoft Office Proficiency, Leadership, Organizational Skills

Industry

IT Services and IT Consulting

Description

The Support Specialist is responsible for promoting and maintaining a high-quality, professional, service-oriented image consistent with The Pomeroy Way. This role is a key point of contact for escalated end-user support related to POS (Point of Sale) software. The individual will work closely with end-users, quality assurance testers, developers, and project managers to troubleshoot, analyze, and resolve software issues and defects. The ideal candidate will have a strong conceptual understanding of POS software support and QA testing processes. This individual will demonstrate ownership of 95% of support issues from initial contact through resolution while maintaining open lines of communication across Support, QA, Development, and Customer teams. Success in this role requires a team-oriented mindset, excellent communication skills, and a desire to mentor peers. -------------------------------------------------------------------------------- KEY RESPONSIBILITIES * Serve as the escalation point for end-user support related to POS software systems. * Troubleshoot, analyze, and diagnose software issues; identify root causes and recommend solutions. * Maintain strong working relationships and communication with QA, Development, and Customer teams. * Ensure timely resolution of support issues while meeting or exceeding service-level expectations. * Mentor team members and promote knowledge sharing within the support team. * Uphold the company’s commitment to quality and customer satisfaction through proactive and professional interactions. -------------------------------------------------------------------------------- QUALIFICATIONS * Bachelor’s degree in Computer Science, Business, or related field; or a technical degree/certification with equivalent experience. * Minimum 5 years of hands-on Software Support experience. * 5+ years of progressive experience in the Retail or IT industry (Retail preferred). * Advanced knowledge of operating systems including: * IBM 4690 OS * Windows, DOS, Linux * Strong understanding of software support centers, QA operations, and IT/networking environments. * Proficient in Microsoft Office applications. -------------------------------------------------------------------------------- ADDITIONAL SKILLS & COMPETENCIES * Exceptional communication skills (listening, verbal, and written). * Strong organizational and analytical problem-solving abilities. * Ability to effectively diagnose and articulate client issues and solutions. * Demonstrated leadership and facilitation skills. * Team player with a passion for collaboration and supporting others. -------------------------------------------------------------------------------- PHYSICAL DEMANDS & WORKING CONDITIONS * This position requires prolonged use of a computer while seated at a desk in a general office environment. #LI-JM1

Responsibilities

The Support Specialist serves as the escalation point for end-user support related to POS software systems, troubleshooting and resolving software issues. This role requires maintaining strong communication with QA, Development, and Customer teams to ensure timely resolution of support issues.