Technical Customer Support Specialist Level II

Fueling the business of fun.

Not just a game-changer, it's a life-changer. Designed to deliver a superior guest experience, the software solutions platform is a complete integrated solution made to enable business owners to achieve greater operational efficiency while reducing costs and increasing profitability.

With Embed's platform, a business (single or multi-location) has real-time visibility and control across the entire operation: a full range of games management, real-time prize inventory, from guest party planning and bookings via mobile to integrated point-of-sales, including bundles and upsell packages, self-recycling game card kiosks and so much more. And it is all interconnected.

We have offices across the globe: USA, EMEA, and Asia. With more than 1,000 customers and over 3,000 installations in 56 countries, we are equipped and ready to empower Family Entertainment businesses with direct sales, services, and support anytime, anywhere.

We are in the business of fun and no one takes fun more seriously than us, which is why we put our people at the heart of everything we do, and how we do it. Get inspired because no one's having more fun than us.

About the Role

The key responsibilities of the Technical Customer Support Specialist II are:

1. First point of contact for customers; hence, develop relationships and build rapport quickly with customers,
2. Provide timely, consistent, and best-in-class customer support via telephone, email, chat, and any future channel, and
3. Help Support team members through difficult technical incidents and requests and communicate directly with customers if intervention is required, and
4. Lead by example and adhere to and help Support team members adhere to prescribed departmental procedures and provide support in a consistent and similar manner in handling customers' incidents and requests.
5. This involves working with customers, Support team members, and other departments to not only solve technical and non-technical problems but also, consult with Support team members to implement workarounds to deliver timely, consistent, and technically sound customer support.
6. In addition, the Technical Customer Support Specialist II will investigate, replicate, validate, and troubleshoot incidents raised by customers and create, update, escalate, and document tickets with the prescribed ticket logging policies and procedures.

Key Responsibilities

• Deliver timely, professional customer support via phone, email, chat, and other channels.
• Troubleshoot and resolve issues with Embed hardware and software (Card Readers, POS, Kiosks, emONEs, peripherals).
• Log, prioritize, and manage support tickets, escalating complex issues when needed.
• Collaborate with Support, Training, and Deployment teams to improve processes, update knowledge articles, and deploy software updates.
• Stay current on product features and continuously build technical skills.
• Guide team members on complex incidents and provide direct support during escalations.
• Handle dissatisfied customers and ensure effective resolution.
• Promote adherence to procedures and best practices through leading by example.
• Work cross-functionally to solve problems and implement effective workarounds

Required Skills and Experience:

• 4-6 years' experience working in a fast-paced customer service/support role in call centre environments is preferred
• Bachelor's degree in Computer Science is preferred or equivalent education/work experience
• ITIL certification, Microsoft and Networking certifications are desired
• Strong ability to prioritize tasks, manage time, and handle multiple activities effectively
• Skilled in troubleshooting, problem-solving, and critical thinking
• Solid knowledge of Windows OS, networking (TCP/IP), SQL, .NET, and PCI compliance
• Highly organized, detail-oriented, and driven by continuous improvement
• Strong analytical judgment and data-driven decision-making
• Excellent written and verbal communication; able to explain technical concepts to all audiences
• Patient, empathetic, and skilled at building positive relationships with customers and team members
• Effective in conflict resolution, negotiation, and managing difficult situations
• Quick learner with a passion for customer service and technology
• Advance level of SQL queries and software deployment tools