Bilingual-Spanish Client Support Technician

RTPOS Client Support Technician IOverview: 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.List of responsibilities: Provide technical assistance and support for incoming calls, email, and internal messaging inquiries in a timely mannerTrain customers in the use of our process, systems, and softwareActively listen to clients to understand issues and concernsMake recommendations to improve the performance and quality of our softwareWalk customers through problem-solving process. Ask questions to determine nature of problem.Install, modify, and repair computer hardware and proprietary POS software. This also includes basic windows and hardware troubleshooting in local and remote environmentsSupport of all our internal and customer facing websites and applicationsAssist various departments with their questions and concerns; especially with those related to the installation, maintenance and training of proprietary software and equipment.Support of multiple service platformsSuccessful and timely completion of all daily work-tasks as assignedProvide corrective action to prevent callbacksUse of remote desktop software to resolve customer issuesTrack detailed information on client issues and resolutionsBuild rapport with customers and maintain positive and professional relationshipsExhibit professionalism and superior phone etiquette, answering all customers with a focus on quality of message with cheerful demeanor.Perform store escalations to management and other internal teams in order to provide quick resolutionAdditional responsibilities as required to meet business needsRemote work may require occasional travel, including our annual company meeting.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 give to candidates with A+ or Network + certifications.Additional Requirements : Fluency in English and Spanish requiredIn 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 MultitaskUse 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 positionStrong troubleshooting and critical thinking skillsFlexible ScheduleMust have reliable, self-maintained Internet and backup for emergenciesSchedule for RTPOS position is 1:00 PM EST to 9:30 PM EST with Wednesday and Saturday off; Sunday is 1:30 PM EST - 10:00 PM EST Hourly Range: $18/hour - $18.90/hourOur 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 OFFERA unique opportunity to shape the journey of Realtime TechnologiesWorking within a rapidly growing, game-changing businessRemote, flexible working optionsCompetitive compensationGenerous STI and LTI provisionsHealth, Dental and Vision InsurancePaid Annual LeavePaid Sick Leave401KEqual 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. Powered by JazzHR