Remote Support Specialist I

Job Title: Remote Support Specialist I

Introduction:

The Technical Support Specialist must be a self-starter with good verbal, written communication, and organizational skills. Problem analysis and ability to explain issue to non-technical persons is a must. Work closely with Remote Support Specialist II, Top Guns, Engineering, and other technical business units to increase knowledge and resolve customer issues. Follow documented action plans that provide resolutions to a diverse range of technical problems to eliminate onsite repair. Will review Knowledge Based Articles and submit changes as needed for relevant content. This job will cover 7 days a week and multiple shifts and will need to be flexible with the work schedule.

Responsibilities:

• Review work que for tickets to handle
• Warm or cold transfer - contact clients and provide call action and/or closure details and document service tickets with resolution information
• Interact with support for advice on problem resolution

Required Skills:

• High school diploma or equivalent experience.
• A minimum of 2 years of technical field repair experience in a retail environment. (POS, ATM, Kiosk or Self-checkout repair)
• Good verbal and written communication skills.
• Good interpersonal and customer service skills.
• Retail Field Service background
• Strong analytical and problem-solving skills.
• Strong understanding of computer/retail hardware systems.
• Good time management skills.
• Ability to handle customers in a calm and assertive manner and de-escalate stressful situation

Preferred Skills:

• Self-checkout experience a huge plus
• Coaching and mentoring experience

About the Company:

Toshiba Global Commerce Solutions is a dynamic billion-dollar global company based in Research Triangle Park, NC, providing retail store solutions to your favorite brands. Have you ever been in a hurry and made use of the self-checkout at Lowe's Foods, earned fuel rewards at Kroger, or just paid for purchases at retailers such as Walmart, Michaels, Carrefour, The Gap, Calvin Klein, Boots, Cencosud, BJ's, or Costco? These are just a few examples of our in-store solutions and impressive customer base that made us the world's installed market share leader.

The nature of retail is changing quickly, so if you share our 'Together Commerce' vision of a seamless two-way, participatory shopping experience, let's get together to drive the new economy.

Toshiba Global Commerce Solutions, Inc. offers a competitive salary and generous benefits package including the following:

• Group health coverage (medical, dental, & vision)
• Employee Assistance Programs
• Pre-tax spending accounts
• 401(k) plan (with company match)
• Company provided life insurance
• Pet Insurance
• Employee discounts
• Generous paid holiday schedule, paid vacation & sick/personal days

EEO:

Toshiba Global Commerce Solutions is an equal opportunity/affirmative action employer that evaluates qualified applicants without regard to age, ancestry, color, religious creed, disability, marital status, medical condition, genetic information, military or veteran status, national origin, race, sex, gender, gender identity, gender expression and sexual orientation or any other protected factor. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

Individuals who need a reasonable accommodation because of a disability for any part of the employment process should email [email protected] to request an accommodation

DIVERSITY, EQUITY & INCLUSION:

We at Toshiba Global Commerce Solutions firmly believe that our people are an integral part to the success of our customers. Furthermore, we're committed to Diversity, Equity, and Inclusion for all our people as highlighted by our 5 Core Principles (Create Outreach, Foster Belonging, Unleash Opportunity, Diverse Cultural Engagement and Culture of Transparency). We're passionate about our customers the retail industry and becoming a more responsible company as we help create a brighter future.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)