CNRG Specialist IT

Summary:

The Technical Support Specialist is vital to the support of retail equipment and operations at CNRG, delivering technical assistance via phone, email, remote access, and on-site visits. This role involves providing support across all CNRG brands while maintaining a high level of professionalism and efficiency when interacting with customers, vendors, and colleagues.

Essential Duties & Responsibilities:

•  Adhere to CNRG company standards and core values in all professional conduct.
•  Provide comprehensive technical troubleshooting, both in person and via remote support, for:
  •  Computing hardware and peripherals
  •  Printing and scanning equipment (including RF scanners)
  •  Telephone systems
  •  Epicor Eagle Point of Sale (POS) applications and related peripherals
  •  All other proprietary or specialized company systems and hardware
•  Collaborate with external vendors and internal technical teams to resolve network-related issues as required.
•  Maintain comprehensive records of all troubleshooting and support activities within the ticketing system.
•  Exhibit proficiency in the use of Google Suite applications.
•  Manage incoming telephone inquiries with professional courtesy and efficiency.
•  Monitor and address email correspondence, customer service tickets, and urgent system errors in a prompt manner.
•  Uphold a consistently positive and service-oriented demeanor.
•  Ensure all service requests are documented accurately and tracked until resolution is achieved.
•  Take ownership of assigned tasks and communicate effectively with stakeholders to ensure successful completion.
•  Thrive in high-pressure environments while delivering exceptional service to diverse user groups.
•  Prioritize workload based on operational impact, focusing on the most critical issues to minimize disruption.
•  Operate reliably with minimal oversight, demonstrating strong self-management.
•  Strictly follow established Technology department procedures and policies.
• Provide support for a number of sources to include co-workers, store associates, vendors and customers.
• This is an on site position with a rotating schedule.
• Answer support calls in a professional and timely manner.
• Prepare and ship supplies to stores. Maintain accurate records of supplies and shipments.
• Travel to store locations as needed and approved by the manager. Additionally, remote work may be required based on inclement weather or emergency.
• Develop and maintain reasonable proficiency with company standard applications and tools through on hands execution and learning through other employees.

Perform other duties similar to those above as assigned by Manager, Tech End User Services & Support or another qualified corporate representative.

Qualifications:

• Good oral/written communication skills in order to effectively interact with customers, vendors and other employees in person and on the telephone.
• Must be customer service-oriented and team-oriented.
• Good organizational skills.
• Able to effectively manage multiple tasks simultaneously and prioritize their importance based on impact to operations.
• Must have a valid driver’s license.
• Must be able to climb up and down ladders, reach, bend, twist, kneel, lift up to 50 lbs. and handle large odd shaped items.
• Travel to stores may be required. Stores will not always be geographically close to Tech’s home location.
• Must be able to work a flexible schedule including weekends, evenings, and holidays.
• IT Support: 2 years (Preferred)
• Experience working in Retail or hospitality environment a plus
• Point of Sale experience a plus
• CompTia A+ certification
• Basic networking knowledge