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Tech Support/POS Specialist (DCD)

DIAMOND COMIC DISTRIBUTORS, INC.

 

LOCATION:  Home Office – Hunt Valley, Maryland                                                          

POSITION TITLE:  Tech Support / Point of Sale Specialist

DEPT:  Retailer Services

DATE:  July 2018

                                   

POSITION SUMMARY:

The Tech Support / Point of Sale Specialist (POS / Tech Rep) is responsible for the end-user interaction regarding Diamond’s retailer-facing web pages and applications.  The POS/Tech Rep serves as a liaison between IT staff, programmers, and customers to diagnose, analyze, and assist with the resolution of customer issues with Microsoft’s Retail Management System (RMS), Retail Hero’s Retail Management Hero (RMH) and Diamond’s add in module, ComicSuite, while also providing training and ongoing support for new users.

After training on our systems, the POS/Tech Rep will guide retailers through the installation process, assist in the setup of their ComicSuite program and train the customer on how to use the POS system and ComicSuite.  They will also work toward certification by Retail Hero on the Retail Management Hero application.  This position is responsible for serving as a contact between users and the programming team to assist with development of solutions to issues and improvements to the applications and will be responsible for maintaining contact with users about updates and bug reporting.  The POS/Tech Rep will also assist with the development and testing of new applications and improvements to current applications, and developing and maintaining documentation for the various applications. The POS/Tech Rep is trained on Diamond’s ordering applications (ComicSuite Lite, ComicSuite UltraLite, ComicSuite Mobile, and others) and on all functions of the Retailer Website. The POS/Tech Rep is also responsible for generating purchase orders and following up on product sales and for a variety of tasks on a daily, weekly and monthly basis.  This position reports to Diamond Retailer Services Team Leader - Point of Sale and Technical Services.

 

ESSENTIAL FUNCTIONS:

  • Assist retailers with initial hardware and software set up
  • Train retailers on using Point of Sale (POS) and other add-on software applications
  • Tier 1 and 2 problem solving with customers concerning POS other add-on software applications
  • Assist with internal and external technical issues; researching and analyzing data to resolve various system issues
  • Assist with development and testing of new or updated software applications
  • Maintain accurate support logs of hours worked on machine set up and fielding questions for accurate billing
  • Field questions about services provided
  • Generate quotes and process customer orders
  • On-call weekend availability once or twice per month
  • On-call weekday evening availability for one week per month (Monday – Thursday from 6:00 p.m. – 9:00 p.m.)
  • On-call availability as needed should another POS/Tech Rep be unavailable
  • Assist Management with questions on POS, service contracts or hardware
  • Assist Retailer Services with questions
  • Prepare a weekly summary of all relevant issues, suggestions and complaints
  • Help test programs and new software releases before and after roll out to check for errors
  • Attend meetings and provide feedback on future services and enhancements to software
  • Help coordinate beta testing of new services and collect and forward feedback
  • Take Diamond Tech Support calls, trained to answer questions on Diamond’s website and online ordering systems
  • Attend retailer events to demonstrate POS hardware and software and gather feedback from end users to assist with ongoing development of retailer-facing applications
  • All other duties as assigned

 

EDUCATION, EXPERIENCE, AND SKILLS REQUIRED:

  • Minimum 2-year college degree preferred
  • One or more years’ customer service/technical support experience preferred
  • Strong working knowledge of computer skills and data analysis skills
  • Hardware configuration skills preferred
  • Strong attention to detail a must
  • Strong working knowledge of Microsoft Windows and Office a must (Excel, Word, Outlook, and Access)
  • Experience with Microsoft RMS, Retail Hero’s Retail Management Hero or other POS systems preferred
  • Sales experience a plus
  • Knowledge of Diamond’s services, policies and systems preferred
  • Industry knowledge helpful
  • Excellent verbal and written communication skills a must
  • Technical writing or manual writing experience a plus