## About the Role
PAR Technology is seeking a career-driven, customer-focused Technical Support Agent to join its Call Center team in a remote, entry-level position. This role is suited for individuals who enjoy technology, troubleshooting, problem solving, and helping customers resolve technical issues.
As a Technical Support Agent, you will provide first-level support for POS hardware and software and PAR products, manage customer incidents, follow escalation procedures, and collaborate with internal teams and third-party engineers. The position offers opportunities for professional growth and internal advancement.
## Key Responsibilities
Provide first-level technical support for POS hardware, software, and PAR products.
Troubleshoot and resolve operational and technical issues efficiently.
Analyze customer issues and use sound judgment to determine appropriate resolutions.
Log, track, and manage incidents using service management tools.
Follow established escalation workflows and procedures.
Contribute to and maintain the customer support knowledge base.
Deliver high-quality customer service focused on customer satisfaction.
Complete administrative tasks associated with customer service and technical support.
Collaborate with internal teams to resolve customer issues.
Work with third-party engineers when additional technical assistance is required.
Multitask and prioritize customer requests in a fast-paced support environment.
## Required Qualifications
1+ year of customer service experience.
Background in a restaurant or call center environment.
Strong problem-solving skills.
Strong verbal and written communication skills.
Solid typing skills.
Working knowledge of Windows operating systems.
Reliable broadband or fiber internet connection.
Access to a backup work location.
Ability to work independently while also collaborating effectively with a team.
Passion for helping customers and resolving technical issues.
Ability to work weekends, holidays, and overtime as needed.
Fluent in Canadian French, both written and spoken.
## Preferred Qualifications
Previous helpdesk or technical support experience.
Networking experience.
Associate of Applied Science (AAS) in Electronics Technology, Computer Science, or a related field.
CompTIA A+ certification.
Microsoft certifications.
Experience supporting POS systems, restaurant technology, or related hardware/software.
## Skills & Competencies
Technical troubleshooting
Customer service
Helpdesk support
POS hardware and software support
Windows OS
Incident management
Service management tools
Problem solving
Communication
Customer relationship management
Escalation management
Networking fundamentals
Multitasking and prioritization
Knowledge base documentation
Team collaboration
Technical issue analysis
Judgment and decision-making
Canadian French fluency
## Education & Experience
Experience:
1+ year of customer service experience is required.
Helpdesk experience is preferred.
Restaurant or call center experience is required.
Education:
No specific degree is required.
An AAS in Electronics Technology or Computer Science is a plus.
Certifications:
A+ or Microsoft certifications are preferred.
## Work Arrangement & Schedule
Remote / Work From Home
Location: Naperville, IL, US
Entry-level position
Ability to work weekends, holidays, and overtime as needed
Reliable broadband/fiber internet required.
Access to a backup work location required.
## Reporting Structure
Reports to: Technical Support Manager
## Interview Process The hiring process includes:
Phone screening with the Talent Acquisition Team.
Video interview with the team via Microsoft Teams.
## Compensation & Benefits The provided listing does not specify a salary range or detailed employee benefits.
The position offers opportunities for career growth and internal promotion.
## Equal Employment Opportunity
PAR Technology provides equal employment opportunities to employees and applicants without regard to race, color, religion, sex, national origin, age, disability, or genetics. Reasonable accommodations are available for individuals with disabilities in accordance with applicable laws.