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
