ECRS (ECR Software Corporation) · 3 months ago
Technical Support Analyst
Boone, NC
Full-time
Onsite
New Grad, Entry LevelECR Software Corporation is a fast-paced, progressive technology company that provides retail automation solutions. The Technical Support Analyst role involves troubleshooting and resolving application issues for customers while ensuring excellent service and collaboration with various teams.
Information TechnologyPaymentsPoint of SaleRetailSaaS
No H1B
Responsibilities
Provide excellent technical support to ECRS customers by providing the fastest possible resolution while maintaining empathy, courtesy, and professionalism
Provide troubleshooting and root cause analysis services to ECRS customers with a current Support contract
Monitor support issues to report software inefficiency and trends
Analyze and support technical documentation
Work closely with the Team Leads, Escalation Manager, Development, QA, Sales, and other teams to ensure that we are delivering overall superior products and support to our customers
Model professionalism through conduct and attitude
Provide identification, prioritization, and resolution of customers' technical support issues
This position requires that you work at least 3 quarterly after-hour on-call shifts
Qualification
Required
Intellectually curious, hardworking, ethical, and energetic — thrives on solving problems
Live in Boone or near Boone and are willing to work in office 5 days a week
Basic IT skills and a genuine love for technology
Experience with technical help desk procedures, customer service, or retail operations
Basic knowledge in at least one of the following: installing, operating, testing, planning, and configuring relevant technologies
Intermediate to advanced root cause analysis and troubleshooting skills
Experience with PC hardware/software repair and correction
Basic understanding of retail environments and operations
Strong work ethic, professional attitude, and a team player
Strong written, verbal, and personal communication skills
Top-tier customer service skills with a drive to produce high-quality work
Ability to manage multiple priorities with flexibility to meet changing needs
ALL APPLICANTS MUST BE AUTHORIZED TO WORK IN THE UNITED STATES
Preferred
Technical certifications are a plus: Qualified Integrated Reseller, CompTIA A+, CompTIA ITF, CompTIA Network+
Proficiency in Spanish is a plus
Company
ECRS (ECR Software Corporation)
Successful retailing is a careful balance of both art and science.
Founded in 1989
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Pete Catoe
Founder & CEO
Bud Erickson
Chief Financial Officer
Recent News
2025-02-16
Company data provided by crunchbase