Support Specialist I

The Support Specialist is responsible for promoting and maintaining a high-quality, professional, service-oriented image consistent with The Pomeroy Way. This role is a key point of contact for escalated end-user support related to POS (Point of Sale) software. The individual will work closely with end-users, quality assurance testers, developers, and project managers to troubleshoot, analyze, and resolve software issues and defects.

The ideal candidate will have a strong conceptual understanding of POS software support and QA testing processes. This individual will demonstrate ownership of 95% of support issues from initial contact through resolution while maintaining open lines of communication across Support, QA, Development, and Customer teams. Success in this role requires a team-oriented mindset, excellent communication skills, and a desire to mentor peers.

Key Responsibilities

• Serve as the escalation point for end-user support related to POS software systems.
• Troubleshoot, analyze, and diagnose software issues; identify root causes and recommend solutions.
• Maintain strong working relationships and communication with QA, Development, and Customer teams.
• Ensure timely resolution of support issues while meeting or exceeding service-level expectations.
• Mentor team members and promote knowledge sharing within the support team.
• Uphold the company's commitment to quality and customer satisfaction through proactive and professional interactions.

Qualifications

IBM 4690 OS

Additional Skills & Competencies

Physical Demands & Working Conditions

#LI-JM1