Technical Support Representative - Enterprise Software

Changing the Retail Market

Tater Tot Software is changing the way retail businesses operate. Our cloud-based retail software allows retail stores to operate using iPads, Macs and PCs. Sales and inventories are automatically synched between retail stores and their ecommerce sites. Financials are published to QuickBooks accounting with a touch of a button. Stores can electronically check available stock at their suppliers and purchase orders can be automatically generated based on optimal stock levels. Payments can be accepted from mobile phones, contactless credit cards and credit accounts. The software integrates with a variety of retail hardware, including bar code scanners, receipt printers, price label printers and payment terminals.

The Job

We are looking for a motivated and smart technical support engineers to provide technical support to our customers on our retail management software. You will be a key part of our support team, and be responsible for resolving customer problems, responding to questions on features and functions, identifying, testing and writing up bugs, training new customers and troubleshooting integrations with retail hardware and 3rd party applications. You will provide support via email primarily, as well as phone, chat and other channels as required.

Responsibilities

• Responding to incoming support calls, emails and chat requests on technical issues and managing the implementation and training of new customers.       
• Providing answers to clients by identifying problems; researching answers; guiding client through corrective steps.
• Performing research on more complex problems, including documenting the issue, collaborating with our software developers. 
• Writing and maintaining documentation.
• Providing support and testing MicroBiz software on POS hardware (receipt printers, tag printers, cash drawers, payment terminals, bar code scanners). 
• During non-busy periods, test new versions of the software and develop content for the online support knowledgebase.

Requirements

• Strong English writing and speaking skills (customer communication is in English via email, chat and phone)
• Good listening skills and ability to comprehend the customer issue
• Ability to clearly describe technical concepts to people with limited computer skills
• Ability to work in an unstructured environment with changing priorities
• Knowledge of Freshdesk.com or other CRM/call center system
• Ability to work US business hours

Education

College degree plus 1 year of related experience (supporting computer users and/or training users on technical products).

Location and Work Hours

Position is located at our development office in Yerevan, Armenia.  The work hours are 16:00 to 0:00 Armenia time.

Compensation and Benefits

Compensation is competitive and commensurate with the experience and qualification level of the candidate. Tater Tot Software provides medical and dental insurance.

Application Procedures

Interested candidates should submit their CVs and motivation letters in the English language at http://microbiz.freshteam.com/jobs or email them to jobs@microbiz.com. Qualified candidates will be contacted for an interview. Applicants may also be asked to complete a small test development project as part of the hiring process. Only applicants submitting their qualifications in English will be considered.

About Tater Tot Software

Tater Tot Software is a software development company contracted by MicroBiz LLC (www.microbiz.com) to develop its MicroBiz Cloud point of sales/inventory management software. MicroBiz Cloud enables small to mid-sized retailers to operate physical stores and ecommerce sites from a single application. MicroBiz LLC has an existing customer base of thousands of retailers worldwide for its retail software applications. Tater Tot Software is based in Yerevan Armenia.