Lead, Technical Account Representative (Virtual Office) at DUMAC BUSINESS SYSTEMS INC. in East Syracuse, New York

Job Description:

Summary
The Technical Account Representative Lead performs both office, field work, and support to configure Point of Sale (POS) databases. This role has expert knowledge of (POS) supported software, applications, processes, installation, and training. Additionally, this role provides support by troubleshooting escalation calls for both internal employees and DUMAC customers. The Technical Account Representative Lead will successfully aid in converting a store's POS system, Back Office, and network schema. Additionally, the Technical Account Representative Lead will mentor assigned Technical Account Representatives and their work assignments.

Essential Functions
› Administer and configure firewall settings
› Install operating systems, software, patches, upgrades, and hardware (i.e. servers, PC's, switches and routers)
› Analyze, trouble shoot, and resolve system hardware, software, and networking issues
› Configure, optimize, fine tune, and monitor operating systems, software, and hardware
› Setup of store servers, applications, and processes needed to bring a store live autonomously
› Provide support by troubleshooting escalation calls for both internal team members and customers
› Log and document all supported requests in service tickets (phone calls or instore) and ensure all service tickets are meeting the corresponding SLA's
› Serves as an escalation point and coach for all team members on hardware and software problem analysis and resolution
› Ability to set up and performing system backups and recovery
› Implement and monitor POS system and data security (virus protection, malware, PCI)
› Communicate with Account Managers and customers on technology needs and industry changes
› Provide phone support as necessary during regular business hours and after hour support
› Follow up and support existing customers
› Review proposals for equipment and software and recommends potential opportunities to the Account Manager
› 3rd Party Integration - Work with lab and research and development to validate/signoff on new programs and software upgrades

Required Qualifications
› Bachelor's degree or equivalent experience in the POS industry
› 4+ years' experience in POS industry
› Subject matter expert with all aspects of supported solutions for vertical
› Proficient in Microsoft Office programs, including Outlook, Word, Excel, and PowerPoint
› Expert problem solver and analyst at both the technical and application levels
› Creative problem-solving skills, an independent thinker, and a dedication to customer satisfaction
› Excellent written and verbal communication skills as well as interpersonal skills
› Possess the accountability and personal responsibility to own and drive results
› Ability to work independently and part of a team environment

Desired/Preferred Qualifications
› Internal expert experienced with DUMAC supported software, applications, processes, and solutions such as POS, Back Office, and third-party software (i.e. label printing, loyalty, eWIC, and e-Commerce) and best practices
› Demonstrated ability of implementing and installing store networks and network security, administering and configuring firewall settings, network switches and routers, WiFi/VLAN experience, and endpoint protection
› Proven ability to manage and mentor technical and customer support personnel
› Proven customer service experience
› Possess excellent problem-solving and analytical skills Ability to effectively manage multiple projects with strong organizational skills, attention to detail and logical problem-solving skills

Supervisory Responsibility
› No

Travel and Availability to Work
› As needed, up to 75%
› Ability to drive

Work Environment
Ability to handle multiple priorities and demands in a fast-paced environment. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, Microsoft Office applications, phones, photocopiers, filing cabinets and fax machines.

Physical Environment
Physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.
› Walking, bending, lifting, repetitive motion
› Use of hand tools and test equipment
› Occasionally lift up to 50 lbs.
› Ability to climb ladders
Other Duties/Changes
This job description is not designed to cover or contain a comprehensive listing of all duties, responsibilities or activities that are required of a team member for this job. Duties, responsibilities and activities may change at any time with or without notice. At any point in time, the essential functions and primary duties associated with this position will be the principal, major or most important duties, responsibilities and activities that the employee is expected to perform as determined and directed by DUMAC.
EEO Statement
DUMAC Business Systems, Inc. provides equal employment opportunities (EEO) to all team members and applicants for employment opportunities. All qualified applicants will receive consideration for employment, and all team members will be treated with respect to their employment, without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status. For further details please view the Equal Employment Opportunity Posters provided by OFCCP. http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm