Specialist, Product Support II

Overview

Provide technical product support for proprietary hardware and software of our point‑of‑sale terminal system, the QTpod M4000, via phone, email, and teleconference support.

• Provide technical product support to customers and product distributors.
• Provide testing and validation of proprietary hardware and software as needed.
• Assist customers with and train them to use our online cloud‑based terminal configuration and transaction monitoring software, Siteminder.
• Troubleshoot complex technical issues to achieve resolution in a timely and efficient manner; may require contacting part manufacturers or consulting with colleagues on a best‑fit solution.
• Analyze proprietary system logs to pinpoint root causes of customer issues.
• Open, track and close work orders, ensuring issues are accurately documented.
• Provide necessary documentation for shipping and receiving of repair or replacement equipment.
• Provide technical and troubleshooting process documentation to customers and on‑site personnel, as necessary.
• Installation and service support of terminal setup and electrical wiring.
• Acquire and maintain a basic understanding of credit card processing and provide customer setup and support through various merchant service providers.
• Acquire and implement knowledge surrounding cellular modem connectivity in support of the installed customer base.
• Acquire and apply knowledge of a variety of mechanical and electronic fuel dispensers to assist on‑site installers over the phone or via video conferencing.
• Provide after‑hours on‑call technical support to customers and product distributors on a rotating basis.

• 1–3 years working in a technical support environment.

• Bachelor’s degree preferred but not required.

• Excellent troubleshooting and problem‑solving skills.
• Experience troubleshooting computer hardware and software.
• Experience troubleshooting electronics, electrical, and mechanical components.
• Ability to deal with dissatisfied customers in a calm and professional manner.
• General mechanical aptitude and ability to read basic schematics and block diagrams.
• Programming or software testing experience highly desirable.
• Proficient in Microsoft Office, including Access, Excel, and Word.

• CompTIA A+
• Cisco Certified Network Professional (CCNP)
• Master Certified Electronics Technician (CETma)
• Certified Network Computer Technician (CNCT)
• Cisco Certified Network Associate Security (CCNA)

Salary range: $25.74–$32.18 per hour.

With more than 225 locations worldwide, Signature Aviation is the largest global network of private aviation terminals, delivering safe, convenient, and elevated experiences to those we serve. Our 6,000‑strong team of aviation experts and enthusiasts is dedicated to delivering excellence to our guests and communities.

• Medical, prescription drug, dental, and vision insurance
• Health Savings Account
• Flexible Spending Accounts
• Life Insurance
• Disability Insurance
• 401(k)
• Critical Illness, Hospital Indemnity, and Accident Insurance
• Identity Theft and Legal Services
• Paid time off
• Paid maternity leave
• Tuition reimbursement
• Training and development
• Employee Assistance Program (EAP) & Perks

Qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, or other protected characteristics.