Job Details

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.

• Bachelor's degree in Computer Science, Business, or related field; or a technical degree/certification with equivalent experience.
• Minimum 5 years of hands-on Software Support experience.
• 5+ years of progressive experience in the Retail or IT industry (Retail preferred).
• Advanced knowledge of operating systems including:
  
  • IBM 4690 OS
  • Windows, DOS, Linux
• Strong understanding of software support centers, QA operations, and IT/networking environments.
• Proficient in Microsoft Office applications.

• Exceptional communication skills (listening, verbal, and written).
• Strong organizational and analytical problem-solving abilities.
• Ability to effectively diagnose and articulate client issues and solutions.
• Demonstrated leadership and facilitation skills.
• Team player with a passion for collaboration and supporting others.

• This position requires prolonged use of a computer while seated at a desk in a general office environment.