NRS POS / CUSTOMER CARE (BASIC TECH SUPPORT)

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