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)
What We Do
We know that you’ll have looked at quite a few company pages but IDT is different. We want people who want to make a big difference to our company with big ambitions. We’re a truly global team, with 1300 people working across all continents, apart from (at the moment!) Antarctica. But we are proud that despite our size, we encourage and support any in-house entrepreneurs to develop their ideas into business action. Our exciting growth plans make it a great time to join us.
Our people are the reason for IDT’s passion for success. The IDT family is made up of people of all backgrounds, expertise, and interests, all with a relentless team spirit. We need people who share both our commitment to success and excitement about our journey. You won’t ever be bored or have to wonder how to fill your time. You’ll find the work challenging but you’ll get the support of a great team to help you beat those challenges. You will also be expected to support others as well as work hard, work well and work with a smile.
If you want a join a company that will help you become your brilliant best and achieve amazing results, then you want to join IDT.
