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 DutiesExperienced Customer Care Position handling Inbound/Outbound Calls and Email SupportMust be able to work a flexible schedule Provide Remote Access to each store regarding POS, Scanner, Cash Drawer, Printer, Pax Unit and general troubleshootingFollow standard Processes and ProceduresInteract and coordinate with other departments to resolve Customers' issuesStay current with system information, releases, changes and updatesExtensive 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 systemsDeep dive and research answers and alternate solutions to the callers’ problemsCoordinate with multiple departments related NRS in order to offer full satisfaction (Merchant Services, AR, Software etc)QualificationsHigh School Diploma85% 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 orientedWE OFFER:Competitive salaryBonusesA great and positive workplaceParking SubsidyLife and Medical InsuranceBenefits and DiscountsGrowth opportunitiesBenefits by law (Bono 14, Aguinaldo, IGSS, IRTRA, Vacations)