Specialist, Product Support II
On-siteLongmont, Colorado, United States
Job Summary
Provide technical product support for the QTpod M4000 terminal system via phone, email, and teleconference. Troubleshoot complex issues by analyzing system logs, contacting manufacturers, and consulting colleagues to achieve timely resolutions. Assist customers with training on Siteminder cloud software and support terminal setup, electrical wiring, and fuel dispenser connectivity. Open, track, and close work orders while documenting troubleshooting processes for customers and on-site personnel. Acquire and apply knowledge of credit card processing and cellular modem connectivity as needed. Perform testing and validation of proprietary hardware and software. Provide after-hours on-call technical support on a rotating basis.
Required Qualifications
- Provide technical product support to our customers and product distributors
- Provide testing and validation of proprietary hardware and software
- Assist customers with and train customers 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
- 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/receiving of repair/replacement equipment
- Provide technical and troubleshooting process documentation to customers and on-site personnel
- Installation and service support of terminal setup and electrical wiring
- Acquire and maintain a basic understanding of credit card processing
- Acquire and implement knowledge surrounding cellular modem connectivity
- Acquire and apply knowledge of a variety of mechanical and electronic fuel dispensers
- Provide after-hours on-call technical support to customers and product distributors on a rotating basis
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