Priority Team Support Technician – Support


Summary:

The Support Technician’s function is to ensure that all incoming requests for support are promptly responded to by phone or email, documented, resolved and escalated.

Responsibilities:

  • Providing intake of cases through all channels
  • Setting appropriate priority status
  • Performing basic diagnostics using utilities
  • Resolving issues using published materials and training
  • Implementing documented workarounds and fixes
  • Providing status updates to supervisory
  • Executing documented solutions
  • Requesting escalation when appropriate
  • Providing feedback to team leader to improve systems
  • Execute scheduled work as assigned
  • After hours resolution of priority one issues
  • Issuing return merchandise authorizations using documented procedures
  • Provide onsite services to customers as directed
  • Adhere to all policies, procedures and standards governing RCS and the support department

Standards of Performance:

  • Exceptional customer service skills and a strong phone presence
  • Open minded, friendly, strong work ethic, self-motivated
  • Strong written communication
  • Eager and willing to learn, mentor
  • Excellent time-management skills, ability to use and manage time tracking systems
  • 3-5 years retail experience and knowledge or point of sale software and operations

Qualifications:

Technicians must have proven and strong working knowledge of computer software and hardware, including but not limited to:

  • Microsoft Operating Systems and Internet Fundamentals
  • High School Diploma or higher
  • Comp TIA+, Comp TIA Networks +, Comp TIA Security +, Cisco CCENT, Microsoft MTA
  • NCCI (NCR Counterpoint Certified Installer)
  • 3-5 years direct Customer Support via phone in a technical capacity

Compensation:
Base Wage:  $15.00 – $17.00/hour DOE

Hours and working conditions:
Hours:  40 hour work week between the hours of 8:00 am – 6:00 pm Monday through Friday and after hours support outside of business hours on a rotation basis. May include travel on site to customer’s location.
General office setting with long periods of sitting.  Opportunity to stand is available at select workstations.
This position is based in our Enfield, New Hampshire office.