Retail Technology Support Specialist

Provides customer service, manages calls and performs problem resolution for all Company Operated, Retailer-Owned and Marketer stations throughout the United States Supports and resolves COCO/CORO stores' Point-Of-Sales (POS) and forecourt systems issues related to hardware, software, and programming. Assists station personnel with basic POS, POS peripherals (such as printers, card terminals, scanners) and pump dispenser issues. Ensures resolution of the site's reported issues and escalates when needed. Initiates service dispatches by engaging vendors of POS terminals, network devices, dispensers and its card terminals and telephony service. Monitors issues, documents problems and solutions, and records all activity and communications accurately using team's case management system. Guides callers (store personnel and technicians) through troubleshooting processes quickly and efficiently to minimize sales disruption and to keep service station operational at optimum. Provides training for procedural problems associated with terminal and dispenser functionalities. Resolves 90% of incoming problems through clear and effective verbal instructions on corrective action. Analyzes issues, establishes priorities, anticipates consequences, makes decisions, and takes actions with fine attention to details. Supports business' program initiatives (such as grocery rewards loyalty) Can flex with callers' personality and communication styles. Bachelor's Degree in any field Proficient in the use of MS Office applications Good oral and written communication skills Strong interpersonal, organizational, and leadership skills Good analytical and problem-solving skills Can deliver effective presentations across a multi-cultural customer base Open to night shift and shifting work schedules, can work on weekends and holidays for 24x7 team operation With experience in dealing with US clients Call center experience is a plus