Embed
Embed
Embed develops cashless payment technology for the entertainment and hospitality sectors, serving amusement parks, arcades, and family entertainment centers. Its integrated offering combines arcade debit card systems, mobile wallets, and self-service kiosks to help operators manage payments and improve the guest experience. Founded in 2001, the company brings more than two decades of experience connecting payment hardware and software with day-to-day venue operations.

Technical Customer Support Specialist II – Dallas Hybrid

Provide technical customer support for Embed’s integrated family entertainment software platform. Troubleshoot incidents, manage ticket triage and escalations, and mentor junior support staff.

Description

  • Act as customers’ initial point of contact while building effective working relationships
  • Deliver prompt, consistent support through phone, email, chat, and future communication channels
  • Follow department procedures when managing customer incidents and service requests
  • Partner with customers, Support colleagues, and other departments to resolve technical and non-technical issues
  • Work with Support colleagues to apply workarounds and provide timely, reliable, technically sound assistance
  • Investigate, reproduce, validate, and troubleshoot reported customer incidents
  • Create, maintain, escalate, and record tickets in line with established logging procedures
  • Perform initial troubleshooting, validation, and root-cause analysis
  • Assess incoming issues, prioritize ticket queues, and escalate cases when appropriate
  • Keep customers informed through clear, professional communication
  • Use internal tools and knowledge bases to deliver accurate resolutions
  • Work with colleagues to strengthen support processes and documentation
  • Coach and assist junior support staff with escalated issues
  • Spot recurring trends and recommend ways to improve the customer experience

Requirements

  • At least three years of experience in customer support or technical support
  • Strong troubleshooting ability and critical-thinking skills
  • Excellent spoken and written communication
  • Hands-on experience with ticketing systems and support platforms
  • Ability to mentor colleagues and help resolve complex customer queries
  • Proactive, solutions-oriented approach to support work
  • Familiarity with relevant software, systems, or tools such as CRM and ticketing platforms
  • Ability to work independently and collaboratively in a fast-paced environment

Benefits

  • The posting does not specify benefits, perks, or additional compensation.

Related Jobs