Support Consultant, RICS Software

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist clients through phone, email, and chat during business hours.

• Act as an escalation point for intricate technical problems related to RICS products, integrations, APIs, hardware, and networking.

• Investigate, troubleshoot, validate, and document escalated issues, encompassing log analysis, system behavior, and error messages.

• Take ownership of complex cases, providing timely updates to clients and stakeholders throughout the resolution journey.

• Distinguish between product, configuration, environmental, integration, hardware, networking, and potential software defect issues.

• Reproduce issues, determine root causes, and escalate validated product defects with comprehensive documentation and business impact.

• Monitor support trends, recurring issues, and client feedback; relay findings to leadership.

• Offer guidance, mentorship, and troubleshooting support to Tier 1 Support Consultants.

• Participate in onboarding, training, and knowledge-sharing initiatives.

• Develop and maintain documentation, troubleshooting resources, Help Center content, and FAQs.

• Precisely document client interactions, troubleshooting efforts, and resolutions in support systems.

• Assist in user acceptance testing and validation of issue resolutions, enhancements, and new features.

• Collaborate cross-functionally to provide product expertise and support business goals.

• Continuously enhance knowledge of RICS products, supported technologies, and best practices in the retail industry.

⛳️ Requirements

• Associate's or Bachelor's degree in Information Technology, Computer Science, Business, or a related field, or equivalent professional experience.

• At least 3 years of experience in technical support, software support, help desk, or a client-facing technical role, ideally within SaaS, POS, or retail technology.

• Demonstrated ability to troubleshoot complex software, hardware, networking, and configuration challenges.

• Proficient knowledge of Windows operating systems, web applications, and networking principles.

• Experience in investigating API and integration issues is preferred.

• Strong analytical skills, problem-solving abilities, and expertise in root-cause investigation.

• Capability to analyze logs, error messages, and technical data effectively.

• Excellent written and verbal communication skills, including the capacity to clarify technical concepts to non-technical users.

• Familiarity with ticketing systems, support platforms, and customer relationship management tools.

• Competence in managing multiple priorities within a fast-paced environment.

• Strong collaboration skills, with the ability to work both independently and as part of a team.

• Experience in mentoring, coaching, or training team members is preferred.

• Preferably familiar with retail operations, POS systems, inventory management, e-commerce, and integrations.

• Team-oriented mindset dedicated to delivering outstanding customer experiences.

• Ideal candidates should be located in the Pacific Time Zone and be available for weekend coverage as necessary.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Paid time off and flexible working hours.

• Opportunities for professional development and career advancement.

• Supportive and inclusive company culture.