realtime Is Hiring A Bilingual RTPOS Client Support Technician

RTPOS Client Support Technician 🚀

Join Realtime Technologies and be a vital part of a leading provider of innovative retail management solutions for the wireless industry. Enhance customer experiences and support Fortune 500 clients with your technical expertise!

About Us

At Realtime, we offer the most flexible, cutting-edge retail management solutions that include sales, inventory management, frontline employee engagement, payments, business intelligence, and digital automation tools. We are committed to unifying customer experiences and removing pain points across retail touch points. Our team-oriented culture fosters a dynamic environment where members can contribute meaningfully across the organization.

Job Summary 🎯

Client Support Technicians serve as our front-line call center employees. Their mission is to deliver outstanding experiences to dealers and customers through phone, email, and remote desktop support. They excel at adapting to change, following processes, and collaborating with internal and external teams to ensure timely solutions.

Responsibilities ✅

• Provide technical assistance via calls, email, and internal messaging in a timely manner
• Train customers on our processes, systems, and software
• Actively listen to clients to understand their issues and concerns
• Recommend improvements to enhance software performance and quality
• Guide customers through troubleshooting steps; ask questions to determine problems
• Install, modify, and repair computer hardware and proprietary POS software, including basic Windows and hardware troubleshooting in local and remote environments
• Support internal and customer-facing websites and applications
• Assist departments with installation, maintenance, and training of proprietary software and equipment
• Support multiple service platforms
• Complete daily work tasks successfully and on time
• Implement corrective actions to prevent callbacks
• Utilize remote desktop software to resolve issues
• Document detailed information on client issues and resolutions
• Build rapport and maintain positive professional relationships with customers
• Exhibit professionalism and excellent phone etiquette, ensuring cheerful and quality interactions
• Escalate store issues to management or internal teams for quick resolution
• Perform additional tasks as needed to meet business objectives

Position Requirements & Qualifications 📋

• 1-2 years of prior technical support experience preferred; at least 6 months required
• High School Diploma or GED required; A+ or Network+ certifications preferred

Additional Requirements 🌟

• Fluent in English and Spanish
• In-depth knowledge of PCs, operating systems, networking, and applications
• Strong systematic and logical problem-solving skills
• Experience in a call center environment is a plus
• Helpdesk support, computer repair, or similar experience
• Effective listening, empathy, patience, and remote instruction skills
• Ability to troubleshoot under pressure and de-escalate irate users
• Team player with excellent organizational and follow-up skills
• Adaptability to changing products, policies, and procedures
• Multitasking capabilities
• Proficiency with Remote Desktop Software
• Strong experience with Microsoft operating systems
• Knowledge of printers and networking
• Reliable, self-maintained internet connection with backup for emergencies
• Consistent attendance is essential
• Flexible schedule: 1:30 PM to 10:00 PM EST, Thursday and Sunday off

Compensation 💵

The hourly range for this role is $18.00 - $18.90. Final compensation depends on factors such as location, skills, experience, and other job-related considerations.

What We Offer 🎁

• Opportunity to shape the future of Realtime Technologies
• Work within a rapidly growing, innovative company
• Remote and flexible working arrangements
• Competitive salary
• Generous Short-Term Incentive (STI) and Long-Term Incentive (LTI) plans
• Health, Dental, and Vision Insurance
• Paid Annual and Sick Leave
• 401(k) Retirement Plan

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