Tech Support I

Sonny’s Enterprises LLC is hiring a Tech Support I role for our CarWash Controls team in Tamarac, FL (onsite). If you enjoy helping customers solve technical issues and improving day-to-day support experiences, this position provides hands-on problem solving across software and hardware, including new system setup, testing, and after-hours emergency coverage when needed.

What you’ll do

• Handle customer communication including calls, emails, and other inquiries when they experience system issues.
• Troubleshoot technical support problems across areas such as networking, computer hardware, computer software, Internet, power, electrical, and operator error.
• Research and solve issues, determine appropriate solutions, and follow up as needed to reach resolution.
• Apply active listening skills and advocate for customers by going above and beyond.
• Use a call tracking system to enter all customer issues, including follow-up for cases that cannot be solved immediately.
• Document resolutions, including those not previously discovered, to support repeat troubleshooting and future support.
• Setup and configure new customer systems, then perform system testing as required by QA.
• Extract, export, import, and interpret raw data, and accurately collect and convert data in a timely manner.
• Assist with preparation, selection, and transferring of data, and communicate efficiently with the development team.
• Participate in an after-hours rotation schedule for emergency technical support.
• Provide prompt, timely, and accurate responses to customer inquiries, while maintaining a positive presence in the office.
• Complete other duties as assigned.

What you bring

• 1+ years working in a customer-centric environment.
• Willingness to learn and grow with the team and company, including developing knowledge of all company products.
• Technical knowledge of external Point of Sale devices such as barcode scanners, receipt printers, credit card swipes, and touchscreen monitors.
• Ability to read wiring diagrams.
• Strong computer skills, including proficiency with MS Word, Excel, MS Outlook, and Internet Explorer, plus working knowledge of computers, hardware, software, networking, routers, Internet access, and operating systems.
• Excellent verbal and written communication skills, with the ability to write clearly and professionally.
• Ability to build rapport, relate well to all kinds of people, and treat others with respect and courtesy.
• Capacity to handle a large volume of work, meet deadlines, plan and prioritize tasks, and maintain attention to detail in typing and proofreading.
• Dependability, teamwork, personal accountability, and safe work habits.
• Knowledge of relevant policies and procedures to support effective safety operations.

Benefits

• 100% employer-paid medical plan for eligible employees
• Employer-paid Short-Term Disability (STD) coverage
• Voluntary, employee-paid benefit options including additional medical plan choices, dental, vision, FSAs, Long-Term Disability (LTD), and life insurance
• 401(k) plan with a Company matching contribution

Schedule: 9:00 am – 6:00 pm, Monday – Friday (after-hours work as needed).
Reports to: Technical Support Manager.
Category: Hourly.
Working conditions: Majority inside office environment, with some onsite visits required.
Physical demands: Regularly required to stand or sit and move about the facility.

Equal Opportunity Employer: Sonny’s is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment.