Tech Support ~ POS Specialist (DCD)

DIAMOND COMIC DISTRIBUTORS, INC.

 

LOCATION: Home Office – Hunt Valley, Maryland                                                

DATE:  June, 2014

POSITION TITLE: Tech Support/Point of Sale Specialist   

DEPT: Customer Service

                                     

POSITION SUMMARY:

The Tech Support/Point of Sale Specialist (POS Rep) is responsible for solving customer problems with Microsoft’s Retail Management System (RMS) and Diamond’s add in module ComicSuite on a daily basis.  After training on our systems, the Specialist will walk retailers through the installation process and assist in the setup of their ComicSuite program. This position is also responsible for serving as a contact between users and the programming team. The POS Rep will be responsible for maintaining contact with users about RMS updates and bug reporting.  The POS Rep is also responsible for a variety of tasks on a daily, weekly and monthly basis.  During POS down time, the POS Rep will perform some functions of the regular Diamond Customer Service Technical Support Representative.  This position reports to Diamond Customer Service Manager- Point of Sale and Technical Services.

 

ESSENTIAL FUNCTIONS:

• Assist retailer with initial hardware and software set up.
• Maintain accurate support logs of hours worked on machine set up and fielding questions for accurate billing.
• Level 1 problem solving with customers concerning POS and add-ins.
• Assist with internal and external technical issues.
• Field questions about services provided. 
• On call weekend availability once or twice per month.
• On call weekday evening availability once or twice per week (from 6-9pm).
• Provide assistance to Management with questions on POS, service contracts or hardware.
• Provide assistance to customer service with questions.
• Prepare a weekly summary of all relevant issues, suggestions and complaints.
• Contact customers regarding orders placed through RMS.
• Help test programs before and after roll out to check for errors.
• Attend meetings and provide feedback on future services. 
• Help coordinate beta testing of new services and collect and forward feedback.
• Enter data as needed.
• Take overflow Diamond Tech Support calls, trained to answer questions on POW, DCD website and online ordering systems.
• All other duties as assigned.

 

EDUCATION, EXPERIENCE AND SKILLS REQUIRED:

• Minimum high school degree or equivalent.  College preferred.
• One plus years customer service/technical support experience
• Strong computer skills and data analysis skills a must.
• Two years hardware configuration skills preferred
• Strong attention to detail a must.
• Experience with Microsoft Windows and Office a must (Excel, Word, Outlook, and Access).
• Experience with Microsoft RMS or POS preferred
• Sales experience a plus
• Knowledge of DCD services, policies and systems preferred.
• Industry knowledge.
• Excellent verbal and written communication skills a must.
• Technical writing or manual writing experience a plus
• Retail POS experience preferred.