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SPX Technologies · 21 hours ago

Customer Success & Technical Support Specialist

San Antonio, TX

Full-time

Onsite

Entry, Mid Level

SPX Technologies is a global company focused on innovative solutions in HVAC and Detection and Measurement. The Customer Success & Technical Support Specialist will serve as the primary onsite representative for Genfare at the San Antonio VIA Transit Agency, blending technical troubleshooting with customer service to ensure smooth operations of fare collection systems.

Mechanical Or Industrial Engineering

H1B Sponsor Likely

Responsibilities

Serve as the dedicated onsite Genfare expert for all non-maintenance related fare collection systems, including the back office, retail and administrative point of sale (RPOS/APOS), fareboxes functionality

Act as the primary point of contact for support inquiries related to fare collection hardware and software across all VIA Ticket Centers and partner retail outlets

Conduct regular site visits to review hardware functionality, build relationships, provide one-on-one user training, and proactively identify and resolve potential issues

Troubleshoot both onsite and remotely across a variety of technologies—physical POS hardware, web/software applications, payment processing, and backend administrative platforms

Escalate complex issues as needed, providing thorough documentation and effective communication to internal technical support teams

Maintain accurate records of site visits, system status, and support outcomes, contributing to continuous improvement feedback for both Genfare and VIA

Manage and report out on account specific technical and customer satisfaction focused key performance indicators to internal and external stakeholders

Qualification

Web application troubleshootingPOS troubleshootingIoT device troubleshootingNetwork architecture understandingPayment processing systemsInterpersonal skillsCommunication skillsOrganizational skills

Required

Proven experience in web-based application troubleshooting: quickly diagnose and resolve application issues affecting point-of-sale and back office operations

Basic understanding of network architecture and troubleshooting: including knowledge of local and wide-area networks, Wi-Fi, firewalls, and connectivity issues typical in distributed retail or transit environments

IoT device troubleshooting: hands-on capability working with connected fare collection and ticketing devices, including updating firmware, monitoring device status, and responding to communication failures

Demonstrated point of sale (POS) troubleshooting, including experience with hardware peripherals like receipt printers, barcode scanners, card readers, and payment terminals

Ability to interpret system reports, logs, diagnose error messages, and coordinate with remote support for advanced issues

Comfort providing basic user and administrative device training, both in person and over the phone, to a variety of stakeholders, from retail managers to transit staff

Excellent interpersonal and communication skills, with the ability to translate technical concepts for non-technical audiences and foster strong relationships with local site managers and staff

Highly organized, reliable, and able to work independently with minimal supervision

Valid driver's license and reliable personal vehicle for local travel between VIA and third-party partner sites (eligible for mileage reimbursement)

Ability to travel (<10%) as needed to Genfare headquarters and other customer locations

Preferred

Familiarity with payment processing systems: credit/debit, smart card, and mobile payment acceptance in retail or transit settings (nice to have, but not required)

Benefits

Generous and flexible paid time off including paid personal time off, caregiver, parental, and volunteer leave

Competitive health insurance plans and 401(k) match, with benefits starting day one

Competitive and performance-based compensation packages and bonus plans

Educational assistance, leadership development programs, and recognition programs

Company

SPX Technologies

Glassdoor3.7

ABOUT SPX SPX Technologies is a supplier of highly engineered products and technologies, holding leadership positions in the HVAC and detection and measurement markets.

Founded in 1912

Charlotte, North Carolina, US

1001-5000 employees

https://www.spx.com

H1B Sponsorship

SPX Technologies has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2024 (1)

2023 (1)

2022 (4)

2021 (4)

2020 (6)