Technical Customer Support Specialist II

Job description

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. Lead by example and adhere to prescribed departmental procedures and provide support in a consistent and similar manner in handling customers’ incidents and requests. 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. ​ 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 Provide first-class customer support via phone, email, and chat Conduct initial troubleshooting, validation, and root cause investigation Triage inbound issues, prioritize ticket queues, and escalate appropriately Communicate proactively with customers using clear and professional language Use internal tools and knowledge bases to ensure up-to-date and accurate solutions Collaborate with other team members to improve processes and documentation Mentor and guide junior support staff through escalated issues Identify trends and suggest improvements to enhance customer experience Required Skills and Experience 3+ years of experience in a customer or technical support role Strong troubleshooting and critical thinking skills Excellent verbal and written communication skills Experience working with ticketing systems and support platforms Ability to mentor and support team members in resolving complex queries A proactive and solutions-focused mindset Knowledge of relevant software, systems, or tools (CRM, ticketing tools, etc.) Ability to work independently and collaboratively in a fast-paced environment