Support Intake Technician

Position Summary

Support Intake Technicians have a crucial role and responsibility to serve as a customer service fanatic. As a Support Intake Technician, you are the first point of contact when our customers need us the most!  Your impact on customer success is demonstrated by each customer interaction, from servicing phone and email support to partnering with support engineers to resolve escalated customer issues for our customers from coast to coast. The Support Intake Technician is also responsible for ensuring the Global Support Management department achieves key metrics, including a strong emphasis on customer satisfaction and daily performance goals.

Why This Role Matters 

You play a critical role in shaping the customer experience and strengthening trust in the Agilysys brand. You are often the first-person customers connect with when they need urgent technical support, making your ability to listen, troubleshoot, and respond with empathy essential to their success. Every interaction is an opportunity to provide reassurance, resolve issues efficiently, and create a positive customer experience.

This role goes beyond answering calls and documenting tickets — it serves as the foundation of the support organization. Your work directly impacts customer satisfaction, operational efficiency, and the speed at which issues are resolved across teams nationwide. By partnering closely with support engineers and collaborating across departments, you help ensure customers receive timely, accurate, and effective solutions.

For individuals passionate about technology and problem-solving, this role offers an exceptional opportunity to build hands-on technical expertise in a fast-paced, customer-focused environment. You will develop valuable experience troubleshooting hardware, software, POS, and hospitality systems while gaining exposure to enterprise support processes, escalation management, and cross-functional collaboration. Whether you are beginning your IT career or looking to grow your technical support skills, this position provides a strong foundation for long-term professional development and advancement.

Key Responsibilities

• Diagnose and troubleshoot a broad array of network, and other technical issues that would require a basic understanding of hardware and software
• Complete primary intake and initial triage of incoming calls
• Provide excellent customer service through empathy, friendly demeanor, and following established quality assurance process
• Input quality data in ticketing system, Salesforce
• Research hardware and software problems defined by customers and provide diagnosis and resolution
• Perform basic walkthrough of configuration with the customer
• Understand escalation process and perform escalation process in a timely manner
• Actively participate in team meetings to provide feedback and ways to improve efficiencies
• Coordinate with hardware vendors on diagnosis and resolution of hardware problems
• Accurately document worked issues and detailed steps for resolution when necessary
• Keep abreast of software releases, new feature and functionality, and updated installation procedures
• Other duties as assigned

Qualifications

• Minimum HS diploma required
• AA degree in technology preferred or equivalent work experience 
• Minimum one year of experience in a customer facing position and/or in the hospitality industry
• Minimum one year of experience troubleshooting and servicing basic hardware and software inquires
• A familiarity in helpdesk ticketing and helpdesk processes
• Either hands-on user experience and/or related experience in POS (Point-of-Sale), PMS (Property Management) software
• Familiarity with troubleshooting software environments utilizing SQL is a plus
• Familiarity troubleshooting Windows Server
• Experience using Salesforce is preferred

Required Skills & Competencies

• The desire to learn, investigate, hunt, and strive for continuous improvement every day!
• Excelled in customer service aptitude; answering phones, emails and interacting with clients throughout an active, high-volume day
• Technical aptitude and general experience troubleshooting hardware and software
• Industry-specific certification(s) such as A+, Network+, MTA, or HDI Desktop Support Technician
• A natural desire to assist others and problem-solve
• The ability to make sound decisions quickly in a fast-paced environment
• The ambition and hunger to consistently exceed customer expectations
• A strong ability to communicate, both written and spoken, with technical and non-technical individuals
• A strong intellectual curiosity
• The ability to gather and interpret relevant data and information to investigate and accurately triage issues
• The skills and training to use inductive reasoning, think analytically, and to confidently make decisions under time and client pressures
• A strong work ethic, a strong sense of accountability, and the ability to be highly collaborative
• Exceptional organizational skills and self-motivation
• An innate ability to prioritize and effectively juggle multiple projects with high business priority

Personal Attributes

• Positive, team-oriented attitude with a strong work ethic
• High level of accountability and ownership 
• Willingness to go above and beyond to meet client expectations
• Resilient and able to perform repetitive tasks 
• Detail-oriented with strong organizational skills
• Eager to learn new technologies and processes
• Professional, customer-facing demeanor

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Must be willing to complete all license applications, background checks, security checks and/or any other documentation and provide copies of any identification documents required by any State, Federal or Tribal governmental agency in order to maintain compliance with their laws and to successfully perform in the role.

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The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.  Conditions may require the Company to modify this job description and the Company reserves the right to exercise its discretion to make such changes.

Agilysys is an equal opportunity employer.  In compliance with Federal and State EEO laws, qualified applicants are considered for all positions without regards to race, color, gender, religion, national origin, ancestry, place of birth, age, marital status, sexual orientation, disability, or veteran status.

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