Mobile Solutions

Job Description

At Ole, our mission is to produce the finest Authentic Mexican inspired products with an unwavering commitment to quality and freshness. We believe that holding a seat at your dinner table is the ultimate compliment, and we strive to help families create wholesome, fun, and authentic eating experiences.

Job description

Provide user support and customer service on company-supported computer applications and platforms. Troubleshoot problems and advise on the appropriate action.

Responsibilities

Respond to requests for technical assistance in person, via phone, chat or email

Diagnose and resolve technical hardware and software issues

Research questions using available information resources

Advise user on appropriate action

Follow standard help desk procedures

Log all help desk interactions

Administer help desk software

Follow up with customers and users to ensure complete resolution of issues

Redirect problems to correct resource

Identify and escalate situations requiring urgent attention

Track and route problems and requests and document resolutions

Resolve technical problems with local area networks and wide area networks

Prepare activity reports

Inform management of recurring problems

Stay current with system information, changes and updates

Help update training manuals for new and revised software and hardware

Train and support over 700 users on mobile applications, manage back-end servers, configure mobile devices and routes using proprietary software

Update and maintain hardware, including mobile devices and printers

Apps QA, ensuring apps perform to company expectations and minimize downtime.

Apps backend servers QA, performance and conducting daily sanity checks to ensure system working properly.

Requirements

Bachelor’s degree preferred

Working knowledge of fundamental operations of relevant software, hardware and other equipment

Experience researching, analyzing and interpreting automated system problems

Knowledge of relevant call tracking applications

Experience in customer service practices

Related experience in troubleshooting and help desk support

Knowledge generating reports and charts

General knowledge on setup and configuration of zebra, O’Neal or Honeywell printers

Bilingual English - Spanish preferable

This is not a remote job

Key Skills and Competencies

Oral and written communication skills

Customer service orientation

Problem analysis

Adaptability

Team interaction

Planning and organizing

Attention to detail

Stress tolerance

Manage and react favorably to stressful situations.

Multi-tasking

Project management

Able to perform task alone or in group situations following specific instructions

#CB

Full-time