Support Technician

Summary

The Support Technician is responsible for handling support requests over the phone from our customers, both internal and external. Other responsibilities include walking customers through troubleshooting steps in order to resolve their problem, assisting customers with achieving their software goals, whether user error or system issue, communicating with managers and other team members to disseminate information on fixes for common issues to expand knowledge base.

Responsibilities

Someone in this position at TRUNO will:

• Provide excellent customer service to both external and internal customers.
• Maintain ability to work a flexible schedule, including weekends and holidays.
• Interact with store employees and managers over the phone to resolve any reported issues.
• Provide support to service technicians and work cooperatively to resolve problems.
• Continually expand the type of issues you are able to resolve unassisted.
• Respond to calls in a timely manner in accordance with SLAs.
• Provide service, support, installation, and training to our customers.
• Additional duties and responsibilities as needed.

Qualifications

Someone in this position at TRUNO should have:

Education

• Bachelor's Degree (preferred)

Experience (preferred)

• A minimum of three years of experience in customer service
• At least one-year customer support in a call center environment
• Familiarity with networking
• Familiarity with POS systems

Licenses & Certifications (preferred)

• A+, Network+, Security+ Certification(s)
• MCSE

Skills & Knowledge

• Basic computer skills (required)
• Dress professionally and appropriately (required)
• Excellent oral and written communication (required)
• Ability to think, learn, and solve problems quickly (required)
• Understand wireless devices and Sonic Wall devices (preferred)
• Capable of Multi-tasking (required)
• Detail-oriented (required)
• Organizational skills (required)
• Able to work independently with limited supervision and as part of a team (required)

Benefits

• Medical
• Dental
• Vision
• Life and Supplemental Insurance
• Pet insurance
• Short/Long term disability
• Paid holidays
• Paid vacation and sick time
• Paid birthday
• 401k with 4% company match

Job Type:

• Full-Time

We are an e-verify employer.

About TRUNO Retail Technology Solutions:

For more than 40 years, Truno has been partnering with grocery retailers to identify the technologies they need to help them navigate an industry that's ever-changing and increasingly competitive. Truno offers point-of-sale systems and an integrated suite of technologies that can help grocery stores reduce costs, extend the life of technology investments, run more smoothly, and improve customer service.