Installation Specialist
Dallas, TX, United States
Job Description Job Description Salary:
Fuelling the business of fun.
Not just a game-changer, it’s a life-changer. Designed to deliver a superior guest experience, the software solutions platform is a complete integrated solution made to enable business owners to achieve greater operational efficiency while reducing costs and increasing profitability.
With Embed’s platform, a business (single or multi-location) has real-time visibility and control across the entire operation: a full range of games management, real-time prize inventory, from guest party planning and bookings via mobile to integrated point-of-sales, including bundles and upsell packages, self-recycling game card kiosks and so much more. And it is all interconnected.
We have offices across the globe: USA, EMEA, and Asia. With more than 1,000 customers and over 3,000 installations in 56 countries, we are equipped and ready to empower Family Entertainment businesses with direct sales, services, and support anytime, anywhere.
We are in the business of fun and no one takes fun more seriously than us, which is why we put our people at the heart of everything we do, and how we do it. Get inspired because no one’s having more fun than us.
Position Summary
The Installation Specialist’s key responsibilities are:
1. First point of contact for customers; hence, develop relationships and build rapport quickly with customers,
2. Assist customers with installing, testing, troubleshooting, and configuring Embed's supported hardware and software, EMV, and third-party interfaces in the field and remotely,
3. Respond to and resolve customer technical enquiries in a timely and consistent manner, and
4. Lead by example and adhere to prescribed policies and procedures. This involves working with customers, Installation team members, and other departments to not only solve technical and non-technical problems but also, consult with Installation team members to implement workarounds to deliver timely, consistent, and technically sound solutions.
Key Responsibilities
Individual:
Assist customers with installing, testing, troubleshooting, and configuring Embed's supported hardware and software, EMV, and third-party interfaces in the field and remotely
Review and provide customers with guidance on the location's network cabling plans and access point placements for optimal coverage
Complete project checklists and tasks to meet the location's expected opening date
Respond to and resolve customer technical enquiries in a timely and consistent manner via telephone, email, and any future channel
Communicate proactively with customers using clear, professional, and effective communication during the pre-installation, setup, and configuration of Embed's supported hardware and software, EMV, and third-party interfaces
Depending upon the region, create and issue customer quotations for the setup and configuration of Embed's supported hardware and software, EMV, and third-party interfaces
Triage inbound customer requests, prioritize tickets in the queue, document tickets with the prescribed ticket logging policies and procedures, and solve tickets accordingly
Perform, document, and ensure locations pass all Technical Assessment criteria for SaaS onboarding, modernizations, system moves, and any future project type requiring Technical Assessments
Adhere to system backup procedures strictly to ensure quick system recovery and business continuity for our customers
Ensure locations' licenses are maintained and renewed in accordance with Embed's licensing renewal policy and depending upon the region, available and on-call to solve location's licensing incidents if required
Leverage approved internal knowledge base articles to deliver up to date service to our customers
Partner with Support and Training team members to create and update technical procedures and knowledge base articles
Maintain up-to-date awareness in the latest hardware and software applications and partner with Deployment team members to look for and implement new methods to automate, simplify, and streamline the hardware setup process
Responsible for self-developing skills and technical knowledge on existing and new products and features
Depending upon the region, deployment of proprietary and non-proprietary software and services to customers’ systems
Contribute to special projects for the continuous improvement of all Installation processes, installation guides, onboarding documents, and project checklists and tasks
KPIs:
Achieve individual KPIs and help Installation team members achieve group KPIs (we are one team)
Achieve service levels in accordance with customer Service Level Agreements (SLAs)
Training:
Train customers on installing, testing, troubleshooting, and configuring Embed's supported hardware and software, EMV, and third-party interfaces in the field and remotely
Leadership:
Help lesser experienced Installation team members to solve technical and non-technical problems if required
Work with customers, Installation team members, and other departments to not only solve technical and non-technical problems but also, consult with Installation team members to implement workarounds to deliver timely, consistent, and technically sound solutions
Required Skills and Expertise
Bachelor’s degree in Computer Science or equivalent education/work experience
2-4 years’ experience working in a fast-paced customer service/support role in call centre environments is preferred
Minimum of 1 year experience working with Windows OS, SQL Server, networking, TCP/IP, .NET, and PCI Compliancy requirements
Microsoft and Networking certifications are desired
Basic to intermediate level with SQL database queries
Intermediate level in using software deployment tools
Foundation ability in interpreting engineering drawings and technical instructions
Prior experience installing game readers and in an FEC (Family Entertainment Center) is desired
Strong at troubleshooting, problem solving, and critical thinking skills
Ability in prioritising and balancing time among multiple activities
Highly organized and a meticulous attention to detail
Continuous improvement mindset and an openness to new approaches and solutions to enhance the customer support experience
Good at communicating technical concepts to both technical and non-technical people
Natural desire to help people understand things that are hard to understand, good at building strong relationships with customers and with team members
Self-motivated with a passion for customer service and IT and the ability to learn and adapt to new technologies
Special Requirements:
Some morning and evening calls maybe required to coordinate activities with others in different time zones
Depending upon the region, some travel maybe required
Depending upon the region, onsite customer visits maybe required
In the field during onsite customer visits, ability to: Walk long distances
Stand on hard surfaces for extended periods of time
Bend, squat, kneel, and lift heavy objects greater than 50 lbs (23 kg) if required
Work on ladders
Sit in automobiles, trains, and airplanes for extended periods of time
Use hand tools and power tools
What do we offer
PPO Medical coverage with four plan options to choose from based on individual needs
PPO Dental & Vision (company paid for employees only)
Life Insurance, Short & Long-Term Disability (company paid)
Accident, Critical Illness, and Hospital Confinement
401(k) with generous company match (100% of the 1st 3% employee contribution and 50% on the next 2% of employee contribution)
Paid time off to include vacation, sick, holidays, and birthday
Free parking lot and access to fitness center in office building
Robust Learning Management System for employee growth and development
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