Job Description
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)
- Telephony 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.
- 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
CNRG offers a range of benefits
- 401k with employer match
- Employee Assistance Program
- Full-Time benefits include Medical, Vision, Dental, Critical Illness, and LTD/AD&D, STD, Life Insurance, Dependent Life Insurance
CNRG’s, Inc. complies with all applicable equal employment laws, including the Americans with Disabilities Act. Qualified individuals with a disability may request reasonable accommodation from the company.
