United States onlyBilingual Client Support Technician
Get to Know Us Better: Realtime offers the most flexible cutting-edge Retail Management Solutions that encompass sales, inventory management, frontline employee management and engagement, payments, business intelligence, and digital automation tools for the wireless industry. We support Fortune 500 companies, unify their customer experience, and remove pain points across multiple retail touch points. Realtime prides itself on fostering a team-oriented culture and a dynamic work environment where team members are set up to make meaningful contributions across the organization.
Job Summary
Client Support Technicians are our front-line call center employees. Their mission is to provide our dealers and customers the best experience on every interaction. They work to resolve customer inquiries via phone, email, and remote desktop support using all available tools and resources. They can easily adapt to change, follow process and procedure, and collaborate with additional internal and external teams to provide a timely resolution.
Responsibilities:
- Provide technical assistance and support for incoming calls, email CRM queues, and internal messaging inquiries in a timely manner. Maintain daily performance of computer systems.
- Walk customers through problem-solving process. Ask questions to determine nature of problem.
- Install, modify, and repair computer hardware and software.
- Support of all our internal and customer facing websites and applications.
- Run diagnostic programs to resolve problems.
- Assist the market team members on their questions and concerns; especially with those related with the installation, maintenance and training of proprietary software and equipment.
- Support of multiple carrier and service platforms.
- Successful and timely completion of all daily work-tasks.
- Exhibit professionalism and superior phone etiquette, answering all customers with a focus on quality of message with cheerful demeanor.
- Assist with minor escalations at the dealer/customer level.
- Additional responsibilities as required to meet business needs.
Position Requirements/Qualifications
- Years of experience needed:1-2 Years of prior experience preferred, with no less than 6 months of prior experience in a technical support role.
- Degrees, certifications/qualifications (skills/knowledge required): High School Diploma or GED; preference on A+ or Network + certifications.
Additional Requirements:
- Fluency in English and Spanish required
- In depth knowledge of PCs, operating systems, networking, and applications to be able to help users quickly and effectively with their problems.
- Proven systematic and logical problem-solving ability.
- Experience within a call center environment preferred.
- Helpdesk support, computer repair or equivalent.
- Good interpersonal skills such as effective listening, empathy, patience, and the ability to carefully walk a user through problem resolution steps remotely.
- Aptitude to troubleshoot problems under pressure, and the ability to defuse excited and sometimes irate users or customers.
- Ability to work well with other departments in a team environment.
- Well-developed organizational and extensive follow-up skills are a must.
- Ability to handle and keep up with constant changes to products, policies, and follow procedures.
- Ability to Multitask
- Use of Remote Desktop Software.
- Strong Microsoft operating systems experience.
- Strong understanding of printers and networking.
- Regular and predictable attendance is an essential function of this position
- Strong troubleshooting and critical thinking skills
- Regular and predictable attendance is an essential function of this position; may be required to go to Remote Disaster Location (Atlanta) in case of hurricane/emergency
- Flexible Schedule; Schedule for PAY position is 9:00 AM EST to 5:30 PM EST with Thursday and Sunday off; Saturday is 10:30 AM EST - 8:00 PM EST
- Must have reliable, self-maintained Internet and backup for emergencies
Our compensation structure considers various geographical markets within the United States. The base salary for this role reflects the typical expected earnings. However, the final compensation package will be determined by several factors, including your location, job-specific expertise, skills, experience, and other relevant job-related considerations.
WHAT WE OFFER
- A unique opportunity to shape the journey of Realtime Technologies
- Working within a rapidly growing, game-changing business
- Remote, flexible working options
- Competitive compensation
- Generous STI and LTI provisions
- Health, Dental and Vision Insurance
- Paid Annual Leave
- Paid Sick Leave
- 401K
Equal Opportunity Statement:
Realtime is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status.
