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