Senior Installation Specialist

Fuelling 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.

Position Summary

The Senior Installation Specialist’s key responsibilities are: 1. First point and escalation point of contact for customers; hence, develop relationships and build rapport quickly with customers, 2. Assist customers with installing, testing, troubleshooting, and configuring Embed's supported hardware and software, EMV, and third-party interfaces in the field and remotely, 3. Help Installation team members through difficult technical incidents and requests and communicate directly with customers if intervention is required, 4. Respond to and resolve customer technical enquiries in a timely and consistent manner, and 5. Lead by example and adhere to and help Installation team members adhere to prescribed policies and procedures. This involves working with customers, Installation team members, and other departments to not only solve technical and non-technical problems but also, consult with Installation team members to implement workarounds to deliver timely, consistent, and technically sound solutions.

In addition, the Senior Installation Specialist plays an important role in the development of the Installation team members’ competencies by training and providing feedback on Installation team members’ training needs, i.e., installing, testing, troubleshooting, and configuring Embed's supported hardware and software, EMV, and third-party interfaces.

Key Responsibilities

Assist customers with installing, testing, troubleshooting, and configuring Embed's supported hardware and software, EMV, and third-party interfaces in the field and remotely

Review and provide customers with guidance on the location's network cabling plans and access point placements for optimal coverage

Complete project checklists and tasks to meet the location's expected opening date

Respond to and resolve customer technical inquiries in a timely and consistent manner via telephone, email, and any future channel

Communicate proactively with customers using clear, professional, and effective communication during the pre-installation, setup, and configuration of Embed's supported hardware and software, EMV, and third-party interfaces

Create and issue customer quotations for the setup and configuration of Embed's supported hardware and software, EMV, and third-party interfaces

Triage inbound customer requests, prioritize tickets in the queue, document tickets with the prescribed ticket logging policies and procedures, and solve tickets accordingly

Perform, document, and ensure locations pass all Technical Assessment criteria for SaaS onboarding, modernizations, system moves, and any future project type requiring Technical Assessments

Adhere to system backup procedures strictly to ensure quick system recovery and business continuity for our customers

Ensure locations' licenses are maintained and renewed in accordance with Embed's licensing renewal policy and depending upon the region, available and on-call to solve location's licensing incidents if required

Leverage approved internal knowledge base articles to deliver up to date service to our customers

Partner with Support and Training team members to create and update technical procedures and knowledge base articles

Maintain up-to-date awareness in the latest hardware and software applications and partner with Deployment team members to look for and implement new methods to automate, simplify, and streamline the hardware setup process

Responsible for self-developing skills and technical knowledge on existing and new products and features

Partnering Deployment team members to look for and implement new methods to automate, simplify, and streamline the hardware setup process

Depending upon the region, deployment of proprietary and non-proprietary software and services to customers’ systems

Initiate and lead special projects for the continuous improvement of all Installation processes, installation guides, onboarding documents, and project checklists and tasks

Achieve individual KPIs and help Installation team members achieve group KPIs (we are one team)

Achieve service levels in accordance with customer Service Level Agreements (SLAs)

Train Installation Team Members  and customers on installing, testing, troubleshooting, and configuring Embed's supported hardware and software, EMV, and third-party interfaces in the field and remotely

Required Skills and Experience:

4-6 years experience working in a fast-paced customer service/support role in call center environments is preferred

Minimum of 3-years experience working with Windows OS, SQL Server, networking, TCP/IP, .NET, and PCI Compliancy requirements

Microsoft and Networking certifications are desired

Bachelor’s degree in Computer Science or equivalent education/work experience

Ability in prioritizing and balancing time among multiple activities

Highly organized and meticulous attention to detail

Continuous improvement mindset and an openness to new approaches and solutions to enhance the customer support experience

Ability to communicate both written (grammar and punctuation) and verbal

Ability in communicating technical concepts to both technical and non-technical people

Experience in SQL database queries

Experience in using software deployment tools

Open to travel, nationally and internationally. Travel is required