Hardware Prod Support Lead

Hardware Prod Support Lead

Location:

Austin, TX or Sunnyvale, CA (5x/ week onsite) Duration: 6+ months

Job description:

• Customer-focused mindset with patience and empathy to support retail store teams to high standards
• Fluent in written and spoken English, with strong reading comprehension skills
• Ability to communicate technical information clearly and effectively to non-technical store employees
• Strong documentation skills to accurately capture troubleshooting steps and resolutions within work notes of tickets
• Proven experience diagnosing, troubleshooting and resolving issues
• Basic understanding of networking concepts
• Ability to confidently execute provided terminal commands and decipher output to aid in diagnostics
• Ability to manage multiple tickets simultaneously while adhering to SLAs

Roles & Responsibilities:

• Troubleshoot hardware tickets with store employees using provided guidance
• Determine whether hardware requires replacement or if issue can be resolved through remote intervention
• Remotely configure cash drawers, receipt and label printers to standard
• Order replacement hardware with respective warehouse, track delivery to store, complete any necessary configurations and ensure resolution
• Escalate out of the ordinary or trending issues to employees

Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.