Details
Posted: 30-Jun-22
Location: West Hartford, Connecticut
Type: Full Time
Salary: $60,000 (Remote)
Categories:
Operations
Other
Retail
Salary Details:
•Total target compensation is $60,000
•Base compensation is $52,500 per year
•Bonus eligibility in year one of $7,500
Additional Information:
Telecommuting is allowed.
POS Technical Support for FFLs
This is a work from home / remote position.
About Orchid
Orchid LLC has been in operation for 10 years and we provide retail and manufacturing software, payment processing, and professional services. Our mission is to assist federally licensed businesses comply with US and State regulations while driving their financial growth. Our applications integrate with federal databases and our legal and professional services team work closely with FFLs, industry trade associations, ATF, Department of Commerce, and the Department of State.
About the Team
Our team is located across the United States and in two international countries though the majority of our resources are located in Connecticut and Massachusetts. Our business headquarters are in West Hartford, Connecticut.
Compensation and Benefits
- Total target compensation is $60,000
- Base compensation is $52,500 per year
- Bonus eligibility in year one of $7,500
- Full and competitive health benefits
- Retirement program match eligibility
- Three weeks’ vacation + holidays
Requirements
- Prior POS software technical support or implementation experience required
Other Job Attributes
- Will report to the leader of the sales and implementation function
- Flexible, remote work location and time
- Laptop, phone, internet and office supplies are paid for
- Willingness to travel to trade shows, events and potential client sites (Est. 5% travel)
Detailed Responsibilities
Products Related to this Role
- Orchid POSTM
- Orchid eCommerceTM
- Orchid eBoundTM
- Other Orchid add-onsTM
FFL Software Testing, Technical Manuals and Training
- Execute test plans written by the VP of Technology
- Update the team on results of testing and update our product management logs as needed
- Update online product manuals as new software is released
- Assisting the implementation team, when needed, with software go-lives
- Assist the implementation team with software training
Software Technical Support
- Provide “proactive” support by contacting existing customers to understand their satisfaction and to offer assistance
- Act as the first responder to customer inquiries regarding technical issues
- Update tickets in our technical support portal
- Attempt to recreate or problem solve the issue
- When unsolveable writing a succinct summary of the issue for the VP of Technology
- Updating customers on the status of their issues
- Prior POS software technical support or implementation experience required
- Self-motivated and driven
- Confident, trustworthy and able to inspire confidence in our clients
- Very strong understanding of technology concepts, ideally cloud but not required
- 3+ years of experience
- Prior experience desired in the firearms industry or software
- Very strong attention to assurance and detail
- Comfortable using with Microsoft Products, especially excel.
- Ability to communicate efficiently and succinctly.
