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DIAMOND COMIC DISTRIBUTORS, INC.

LOCATION: Home Office - Timonium, Maryland                                               

DATE:  January, 2012

POSITION TITLE: Tech Support/Point of Sale Specialist      

DEPT: Customer Service

                                

POSITION SUMMARY:

The Tech Support/Point of Sale Specialist is responsible for solving customer problems with Previews on Windows, Reorders Online and the Website on a daily basis.  The Specialist is also responsible for processing customer passwords and serving as a contact between Customer Service and the MIS department. He or she will also be maintaining weekly email lists and a variety of other tech support related tasks on a daily, weekly and monthly basis.

This position will also be responsible for solving customer problems with Retail Management System and Diamond’s add in module on a daily basis.  The Specialist will walk retailers through the installation process and assist in the setup of their ComicSuite program. The POS Rep will be responsible for maintaining contact with users about RMS updates and bug reporting.  This position reports to Diamond Customer Service Manager- International.

ESSENTIAL FUNCTIONS POS:

  • 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 availability may be required.
  • 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.

 

ESSENTIAL FUNCTIONS TECH SUPPORT:

Daily:

  • Problem solving with customers concerning Previews on Windows, Reorders Online, and the Website.
  • Explain to new customers about website and computer services.
  • Contact customers concerning problems with Diamond software or webware.
  • Respond to Webmaster emails as needed.
  • Assist with internal and external technical issues.
  • Field questions about services provided on the Consumer and Retailer website.
  • Provide assistance to Customer Service with questions on initial orders placed via POW or Web upload.
  • Provide assistance to customer service with questions on reorders placed via Reorders Online or Reorders Upload.
  • Process passwords daily and send customers FAQ information by email upon their application.
  • Process Passwords in to the Password User Manager.
  • Compile Deleted Web Reorders daily and call customers as necessary
  • Process Users in Reorders Online User Manager on a daily basis.
  • Monitor orders daily placed through Reorders Online.
  • Answer customer service overflow queue calls when necessary.
  • Serve as daily contact point for MIS Department. 

Weekly:

  • Prepare a weekly summary of all relevant issues, suggestions and complaints.
  • Maintain weekly mass email lists and process “no email” requests as well as maintain and control bad email. 

Monthly:

  • Contact customers regarding status on orders on the Website.
  • Test programs before and after duplication to check for errors.
  • Convert status one orders the day after the deadline and contact those customers to investigate problems with their uploads.
  • Call customers monthly with web posting errors.
  • Attend Web meetings and provide feedback on future services.

Occasionally:

  • Provide training to Customer Services Representatives on the Website, Previews on Windows, and other Online services.
  • Review information pertaining to the Online services and make recommendations on how to clarify a topic or section.
  • Contact customers to verify receipt of Online passwords.
  • Sort through bad email addresses and contact customers for new addresses.
  • Coordinate beta testing of new online or electronic services and collect and forward feedback.
  • Train Customer Service Representatives on other programs (Word, Excel, Power Point) as needed.
  • Send Special Target mass emails as directed by management.
  • Enter data as needed.
  • 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 a must (A + certified preferred)
  • Experience with SQL and/or Microsoft Access preferred
  • Strong attention to detail a must.
  • Experience with Microsoft RMS, WINDOWS and Office a must (Excel, Word, Outlook, and Access).
  • 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.

 

Please forward resume and salary requirements to jobs@diamondcomics.com.

To apply for any of the open positions listed here, please forward resume and salary requirements to jobs@diamondcomics.com, or mail to: 

Human Resources Department
Diamond Comic Distributors, Inc.
10150 York Road
Suite 300
Hunt Valley, MD  21030