Our National Retail Solutions Tech Support Team receives inbound calls to troubleshoot technical issues, provide resolution to any software or hardware problem related to the NRS provided services/ devices. The main support is focused to retailers, distributors and store owners who encounter technical difficulties.
Responsibilities and Duties
- Experienced Customer Care Position handling Inbound/Outbound Calls and Email Support
- Must be able to work a flexible schedule
- Provide Remote Access to each store regarding POS, Scanner, Cash Drawer, Printer, Pax Unit and general troubleshooting
- Follow standard Processes and Procedures
- Interact and coordinate with other departments to resolve Customers' issues
- Stay current with system information, releases, changes and updates
- Extensive Training provided. Technical support capabilities and/or experience preferred.
- Identifying hardware and software issues or errors (related to NRS Devices and interface)
- Speaking to customers to quickly get to the root cause of their problem and provide remote assistance
- Troubleshooting technical issues NRS Devices (POS, Scanner, Cash Drawer, Printer, Pax unit and Scale)
- Stay up to date with systems and products information, changes, and updates in the market to provide a quick resolution.
- Following up with clients and escalations to ensure the problem is resolved.
- Provide guidance and navigation to our customers to ensure they understand system’s functionality
- Supporting the roll-out of new applications/updates to NRS systems
- Deep dive and research answers and alternate solutions to the callers’ problems
- Coordinate with multiple departments related NRS in order to offer full satisfaction (Merchant Services, AR, Software etc)
Qualifications
- High School Diploma
- 85% of English Proficiency
- Software and Hardware knowledge
- Prior experience in tech support, desktop support, or a similar role.
- Customer Service and Tech Support Experience (Must)
- Excellent communication skills (written and spoken)
- Patient, helpful, empathetic, good listener & professional
- Attention to detail and good problem-solving skills.
- Experience with remote desktop applications and help desk software. (Desired)
- Goals and people oriented
WE OFFER:
Competitive salary
Bonuses
A great and positive workplace
Parking Subsidy
Life and Medical Insurance
Benefits and Discounts
Growth opportunities
Benefits by law (Bono 14, Aguinaldo, IGSS, IRTRA, Vacations)
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