Associate Support Specialist

Location:   Remote or Hybrid

Functional Area: Operations 

FLSA Status:  Non-Exempt

Salary Range:  $18 - $30 per hour

Job Summary

The Associate Support Specialist provides support and technical assistance to customers using software, hardware, or other data collection systems and assists with completing tasks or troubleshooting problems through diagnostic tests and remote access to customers devices. As part of the Staylive Support Team, the Associate Support Specialist handles basic diagnostics for products and solutions for Barcoding customers. The support environment is mobile device-centric, with varying hardware manufacturers such as Zebra, Honeywell, Panasonic, etc. The Associate Support Specialists are critical part of collecting information during their interaction with the customer. This data is then used by more senior members to identify weaknesses within the customer's environment and propose improvements and changes.

Reporting Relationships 

•  Reports to: Director of Staylive Services
•  Non-supervisory position

Primary Job Responsibilities 

•   Provide basic diagnostic and troubleshooting support to end users with technical issues of varying complexity (simple to moderate) involving mobile device hardware and software, network connectivity, related peripheral equipment, and proprietary applications.
•  Provide basic diagnostic and troubleshooting support to the following technologies and solutions including, but not limited to:

                   o Mobile Computers

                   o Barcode scanners and printers

                   o RFID and other IoT systems

                   o Wireless Networks

                   o Business Applications

                   o Internet providers

                   o Hosting providers

• Provide support between primary business hours and participate in off-hours on-call rotation. May be required to work after hours or on weekends.

DecisonPoint Technologies is an Equal Opportunity Employer and does not discriminate against applicants due race, color, religion, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or other legally protected status.

 Job Competencies, Skills & Experience

         o Excellent customer service skills.

         o Strong written and verbal communication skills. 

         o Passionate about technology and helping people. 

         o Basic computer skills and the ability to troubleshoot and diagnose problems related to Mobile computers 

             and data collection systems, preferred. 

         o Able to provide concise documentation for customers and internal records

         o Experience in customer service or help desk role (0-3 years’ experience) 

Environment and Normal Working Conditions 

Office environment. Core business hours are generally 8:00 am – 5:00 pm.  However, this position will/may require work to be performed outside of normal business hours based on Company operations. 

Physical Requirements

Primary functions require sufficient physical ability and mobility to work in an office setting including verbally communicating, seeing and hearing to exchange information and fine coordination including use of a computer keyboard.  Daily physical functions may include standing, sitting and walking for prolonged periods of time and occasionally stooping, bending, kneeling, crouching, reaching, and twisting.  The employee may engage in lifting, carrying, pushing, and pulling light to moderate amounts of weight up to 25 pounds.  The position also requires the operation of office equipment requiring repetitive hand movement.