RTPOS Client Support Technician

REALTIME TECHNOLOGIES

• Industry: SaaS Retail Management Solutions
• Role type: Full time, Permanent

COMPANY DESCRIPTION

Realtime offers the most flexible cutting-edge Retail Management Solutions that encompass sales, inventory management, frontline employee management and engagement, payments, business intelligence, and digital automation tools for the wireless industry. We support Fortune 500 companies, unify their customer experience, and remove pain points across multiple retail touch points. RT² prides itself on fostering a team-oriented culture and a dynamic work environment where team members are set up to make meaningful contributions across the organization.  

Job Summary

Client Support Technicians are our front-line call center employees. Their mission is to provide our dealers and customers the best experience on every interaction. They work to resolve customer inquiries via phone, email, and remote desktop support using all available tools and resources. They can easily adapt to change, follow process and procedure, and collaborate with additional internal and external teams to provide a timely resolution.

Responsibilities:

• Provide technical assistance and support for incoming calls, email, and internal messaging inquiries in a timely manner
• Train customers in the use of our process, systems, and software
• Actively listen to clients to understand issues and concerns
• Make recommendations to improve the performance and quality of our software
• Walk customers through problem-solving process. Ask questions to determine nature of problem.
• Install, modify, and repair computer hardware and proprietary POS software. This also includes basic windows and hardware troubleshooting in local and remote environments
• Support of all our internal and customer facing websites and applications
• Assist various departments with their questions and concerns; especially with those related to the installation, maintenance and training of proprietary software and equipment.
• Support of multiple service platforms
• Successful and timely completion of all daily work-tasks as assigned
• Provide corrective action to prevent callbacks
• Use of remote desktop software to resolve customer issues
• Track detailed information on client issues and resolutions
• Build rapport with customers and maintain positive and professional relationships
• Exhibit professionalism and superior phone etiquette, answering all customers with a focus on quality of message with cheerful demeanor.
• Perform store escalations to management and other internal teams in order to provide quick resolution
• Additional responsibilities as required to meet business needs

Position Requirements/Qualifications

• Years of experience needed:

1-2 Years of prior experience preferred, with no less than 6 months of prior experience in a technical support role.

• Degrees, certifications/qualifications (skills/knowledge required):

High School Diploma or GED; preference give to candidates with A+ or Network + certifications.

Additional Requirements:

• Fluency in English and Spanish
• In depth knowledge of PCs, operating systems, networking, and applications to be able to help users quickly and effectively with their problems.
• Proven systematic and logical problem-solving ability.
• Experience within a call center environment preferred.
• Helpdesk support, computer repair or equivalent.
• Good interpersonal skills such as effective listening, empathy, patience, and the ability to carefully walk a user through problem resolution steps remotely.
• Aptitude to troubleshoot problems under pressure, and the ability to defuse excited and sometimes irate users or customers.
• Ability to work well with other departments in a team environment.
• Well-developed organizational and extensive follow-up skills are a must.
• Ability to handle and keep up with constant changes to products, policies, and follow procedures.
• Ability to Multitask 
• Use of Remote Desktop Software.
• Strong Microsoft operating systems experience.
• Strong understanding of printers and networking.
• Regular and predictable attendance is an essential function of this position
• Strong troubleshooting and critical thinking skills
• Flexible Schedule; Schedule for POS position is 12 to 8pm EST with Friday and Saturday off
• Must have reliable, self-maintained Internet and backup for emergencies

WHAT WE OFFER

• A unique opportunity to shape the journey of Realtime Technologies
• Working within a rapidly growing, game-changing business
• Remote, flexible working options 
• Competitive compensation
• Generous STI and LTI provisions  
• Health, Dental and Vision Insurance
• Paid Annual Leave 
• Paid Sick Leave
• 401K