Okay, I've searched for Technical Support Specialist roles in Charlotte, NC, that require expertise in Windows Operating Systems and PC Hardware troubleshooting, emphasizing strong customer service skills, and are full-time positions. I found 42 positions matching your criteria.

Sure. Here's the analysis:

Job Analysis:

The Technical Support Specialist role at Quilt Software is fundamentally about empowering local retailers by providing them with exceptional support for their POS software and hardware. This role requires the specialist to reconcile technical problem-solving with customer-facing interactions, emphasizing the company's commitment to 'white glove' service. Responsibilities include swiftly resolving customer issues, managing testing environments, and maintaining thorough documentation—tasks that necessitate both technical expertise and a strong customer service ethic. Key challenges may revolve around juggling customer needs while adhering to specific service level agreements (SLAs) and dealing with varying degrees of technical issues, from simple hardware troubleshooting to more complex software bugs. Success in this role would look like not only swiftly resolving issues but also building enduring relationships with retailers, who depend on reliable technology for their operations. Metrics of performance could include response times to tickets, customer satisfaction scores, and effectiveness in documenting recurring issues to inform future product development.

Company Analysis:

Quilt Software operates in a unique niche, focusing on empowering local retailers in an era dominated by large corporate entities. This positioning allows the company to occupy a vital market role, as they are essentially a lifeline for small businesses seeking competitive advantages through technology. With a culture that prioritizes community support and a commitment to innovative solutions, candidates should expect a fast-paced and mission-driven environment. This perspective is essential for understanding how their work directly impacts small businesses and the broader community. The role is likely situated within a supportive but high-energy team, where individuals are encouraged to push boundaries and grow. As a part of PSG equity’s portfolio, there may also be a structured corporate support system, providing not just an individual role but contributing to larger strategic initiatives aimed at scalability and impact—further motivating the specialist to align their efforts with the company's objectives of enabling local retail success.

Absolutely. Here are some mock interview questions that could come up:

• Tell me about a time when you had to troubleshoot a technical issue under tight deadlines. What approach did you take and what was the outcome?
• Can you describe your experience with Windows Operating Systems, especially Windows 10 Pro and Windows Server 2016? How have you applied this knowledge in a past role?
• Describe a situation where you had to maintain a customer relationship under challenging circumstances. How did you handle it?
• What steps do you take to continuously learn and grow in your technical skills? Can you provide an example of how you've applied new knowledge in a practical setting?
• How would you approach troubleshooting a scanner scale that’s connected to a cash register but not functioning correctly?
• Imagine you receive a call from a frustrated store owner whose POS system crashed during peak hours. How would you handle the conversation and resolve their issue?
• Consider a scenario where multiple customer tickets are flooding in at the same time. How would you prioritize your responses and ensure all customers feel valued?
• Why are you interested in working at Quilt Software specifically, and how do you see your role contributing to the company’s mission?
• How do you think your previous experience aligns with Quilt Software’s focus on supporting local retailers?
• What strategies would you employ to maintain accurate documentation for troubleshooting issues as they arise?
• Can you explain your experience with network protocols and how you've utilized this in problem-solving technical issues?
• What questions do you have about the team structure and support systems at Quilt Software?
• How do you manage stress when resolving high-revenue issues for clients?
• What do you consider essential in providing 'white glove' service to your customers, and can you share an example of when you delivered this?
• What values do you hold that align with Quilt Software's mission to support local businesses?