Customer Success & Technical Support Specialist

Overview

Onsite support specialist for Genfare fare collection systems at VIA Transit

Key Responsibilities

• hardware support
• software support
• site visits
• kpi reporting
• issue escalation
• troubleshooting

Tasks

-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. -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 -Escalate complex issues as needed, providing thorough documentation and effective communication to internal technical support teams. -Conduct regular site visits to review hardware functionality, build relationships, provide one-on-one user training, and proactively identify and resolve potential issues. -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. -Troubleshoot both onsite and remotely across a variety of technologies—physical POS hardware, web/software applications, payment processing, and backend administrative platforms.

Requirements

• web troubleshooting
• pos troubleshooting
• iot troubleshooting
• payment systems
• driver's license
• network troubleshooting

What You Bring

-Proven experience in web-based application troubleshooting: quickly diagnose and resolve application issues affecting point-of-sale and back office operations. -Highly organized, reliable, and able to work independently with minimal supervision. -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. -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. -Familiarity with payment processing systems: credit/debit, smart card, and mobile payment acceptance in retail or transit settings (nice to have, but not required). -Valid driver’s license and reliable personal vehicle for local travel between VIA and third-party partner sites (eligible for mileage reimbursement). -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. -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.

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Benefits

-Competitive health insurance plans and 401(k) match, with benefits starting day one -Competitive and performance-based compensation packages and bonus plans -Generous and flexible paid time off including paid personal time off, caregiver, parental, and volunteer leave -Educational assistance, leadership development programs, and recognition programs

About Spx Technologies

-Founded with a focus on providing cutting-edge engineering solutions, the company has become a leader in industrial technology. -Specializing in sectors like energy, industrial, and infrastructure, they create impactful, customized solutions. -The company's portfolio includes equipment and services that support essential industries like energy generation, utilities, and water resources. -Known for their deep technical expertise, they excel in solving complex challenges that drive global industries forward. -A leader in advancing power and energy systems, including renewable and traditional energy sources. -With decades of experience, they have earned a reputation for quality and reliability in large-scale infrastructure projects. -Their engineers and designers consistently deliver innovative solutions that enhance the efficiency, safety, and sustainability of critical systems.

Sector Specialisms