CNRG Technical Support Specialist

Central Network Retail Group LLC; Collierville (TN); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

Employee discount

401k with employer match

Employee Assistance Program

Part-Time benefits include Vision, etc

Job summary

Central Network Retail Group LLC is seeking a on-site Technical Support Specialist to deliver technical assistance for retail equipment and operations across all CNRG brands, via phone, email, remote access, and on-site visits.

The role requires traveling to stores, maintaining records, handling tickets, and collaborating with vendors and internal teams to resolve hardware, printing/scanning, POS, and network issues, while upholding our service standards.

Qualifications

• Good oral/written communication skills to interact with customers, vendors and employees in person and on the telephone.
• Must be customer service-oriented and team-oriented.
• Good organizational skills.
• Able to manage multiple tasks simultaneously and prioritize by impact to operations.
• Must have a valid driver’s license.
• Must be able to climb ladders, reach, bend, twist, kneel, lift up to 50 lbs.
• Travel to stores may be required.
• Flexible schedule including weekends, evenings, and holidays.
• IT Support: 2 years (Preferred)
• Experience working in Retail or hospitality environment a plus
• Point of Sale experience a plus
• CompTia A+ certification
• Basic networking knowledge

Responsibilities

• Answer support calls in a professional and timely manner.
• Prepare and ship supplies to stores. Maintain accurate records of supplies and shipments.
• Travel to store locations as needed and approved by the manager.
• Develop proficiency with company standard applications and tools.
• Provide comprehensive troubleshooting for hardware, peripherals, printers, POS, and network systems.
• Collaborate with vendors and internal teams to resolve issues.
• Maintain records of troubleshooting and support activities in the ticketing system.
• Operate with Google Suite competently.
• Manage incoming inquiries and emails professionally.
• Prioritize workload to minimize operational disruption.

Skills

Customer service

Teamwork

Communication

Multitasking

Organizational skills

Education

CompTia A+ certification

Tools

Epicor Eagle POS

Google Suite

Job description

The Technical Support Specialist is vital to the support of retail equipment and operations at CNRG, delivering technical assistance via phone, email, remote access, and on-site visits. This role involves providing support across all CNRG brands while maintaining a high level of professionalism and efficiency when interacting with customers, vendors, and colleagues.

Job Description:

• This is an on site position with a rotating schedule.
• Answer support calls in a professional and timely manner.
• Prepare and ship supplies to stores. Maintain accurate records of supplies and shipments.
• Travel to store locations as needed and approved by the manager. Additionally, remote work may be required based on inclement weather or emergency.
• Develop and maintain reasonable proficiency with company standard applications and tools through on hands execution and learning through other employees.
• Perform other duties similar to those above as assigned by Manager, Tech End User Services & Support or another qualified corporate representative
• Adhere to CNRG company standards and core values in all professional conduct.
• Provide comprehensive technical troubleshooting, both in person and via remote support, for:
• Computing hardware and peripherals
• Printing and scanning equipment (including RF scanners)
• Telephone systems
• Epicor Eagle Point of Sale (POS) applications and related peripherals
• All other proprietary or specialized company systems and hardware
• Collaborate with external vendors and internal technical teams to resolve network-related issues as required.
• Maintain comprehensive records of all troubleshooting and support activities within the ticketing system.
• Exhibit proficiency in the use of Google Suite applications.
• Manage incoming telephone inquiries with professional courtesy and efficiency.
• Monitor and address email correspondence, customer service tickets, and urgent system errors in a prompt manner.
• Uphold a consistently positive and service-oriented demeanor.
• Ensure all service requests are documented accurately and tracked until resolution is achieved.
• Take ownership of assigned tasks and communicate effectively with stakeholders to ensure successful completion.
• Thrive in high-pressure environments while delivering exceptional service to diverse user groups.
• Prioritize workload based on operational impact, focusing on the most critical issues to minimize disruption.
• Operate reliably with minimal oversight, demonstrating strong self-management.
• Strictly follow established Technology department procedures and policies.
• Provide support for a number of sources to include co-workers, store associates, vendors and customers.

Qualification:

• Good oral/written communication skills in order to effectively interact with customers, vendors and other employees in person and on the telephone.
• Must be customer service-oriented and team-oriented.
• Good organizational skills.
• Able to effectively manage multiple tasks simultaneously and prioritize their importance based on impact to operations.
• Must have a valid driver’s license.
• Must be able to climb up and down ladders, reach, bend, twist, kneel, lift up to 50 lbs. and handle large odd shaped items.
• Travel to stores may be required. Stores will not always be geographically close to Tech’s home location.
• Must be able to work a flexible schedule including weekends, evenings, and holidays.
• IT Support: 2 years (Preferred)
• Experience working in Retail or hospitality environment a plus
• Point of Sale experience a plus
• CompTia A+ certification
• Basic networking knowledge

CNRG offers a range of benefits for both Full Time and Part Time employees:

• All levels of employment enjoy our fantastic employee discount
• 401k with employer match
• Employee Assistance Program
• Part-Time benefits include Vision, Dental, Critical Illness, and an Accident plan
• Full-Time benefits include the additional benefits of Medical, LTD/AD&D, STD, Life Insurance, Dependent Life Insurance, Will prep services

CNRG’s, Inc. complies with all applicable equal employment laws, including the Americans with Disabilities Act. Qualified individuals with a disability may request reasonable accommodation from the company.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.