Job description

Description:Retail Technology Group is a leader in the Point of Sale Industry providing end-to-end technology solutions for a vast number of major retailers. Our goal is to provide clients a "single point of sale" as they pursue solutions to meet the challenges faced in delivering technologies that are ever evolving within our industry.
A Tier 1 Analyst of Support Services acts as the initial point of contact for RTG customer restaurant locations when reporting technical issues onsite. Tier 1 Analysts are responsible for the initial evaluation, categorization, and triage of new issues while entering the relative information live into the system as it is reported. This position requires daily contact with our customers via email, inbound and outbound phone calls, and through electronic customer and 3rd party web-based portals. The Tier 1 Analyst will escalate incoming issues. A Tier 1 Analyst is to answer customer calls quickly and efficiently, provide effective assistance.
ESSENTIAL JOB DUTIES

• Provide Service Desk Support via telephone and email for all RTG customers
• Clearly communicate via phone, email, portals and instant messaging with end users and field technicians
• Search existing, create new or update case records in the ticketing system (NetSuite) for all customer interactions.
• Trouble shoot, resolve or escalate all incoming phone calls and emails from customers with in the SLA of 5-7 minutes or less
• Meet or exceed SLA for First Call Resolution of 80% or higher
• Search knowledge base for every customer call to be able to provide prompt resolution
• Be available to receive incoming call from customers 80% of the time

Requirements:

• Excellent verbal and written communication, interpersonal, trouble shooting and organizational skills
• Excellent customer service skills
• Basic understanding of how technology supports our customer's needs to serve their customers
• Basic trouble shooting skills for hardware and software
• The ability to work alone as well as in a team environment
• High school diploma or GED
• Prior experience in a customer service or technical role supporting customer remotely
• Prior experience working in a restaurant or retail store
• Ability to listen and communicate clearly to customers via phone while at the same time entering details of the call into NetSuite
• Availability to travel on an as needed basis to assist in onboarding and training new customers

At RTG, our customer focused approach and strong commitment to Service Excellence has enabled us to be a leader in offering advanced product and support services that are tailored to meet our customer's needs. If you are a great communicator, possess a positive attitude, and thrive in a team environment, apply today!
This is a remote work opportunity for the right candidate. In-person on-site training may be required. Remote work for this role will be discussed during the interview process. Any remote employee must reside in one of the following states – AL, AZ, CA, CO CT, FL, GA, IA, ID, IL, IN, KY, KS, MA, MD, MI, MN, MO, MT, NC, NJ, NM, NY, OH, OK, PA, SC, SD, TN, TX, UT, VA, WA, WV, WI.

Job Type: Full-time

Pay: $13.00 - $13.50 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Weekend availability

Work Location: Remote

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