CNRG Technical Support Specialist

Central Network Retail Group, LLC (CNRG); Collierville (TN); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Employee discount

401k with employer match

Employee Assistance Program

Full-Time benefits including medical,

Job summary

Central Network Retail Group, LLC (CNRG) seeks a Technical Support Specialist to assist retail operations with hardware, software, and POS issues. The role includes on-site support with rotating shifts, remote work when weather or emergencies occur, and travel to store locations as needed.

You will resolve technical problems across CNRG brands, document all activities, and collaborate with vendors and internal teams to keep stores running smoothly and customers satisfied.

Qualifications

• Good oral/written communication with customers, vendors and colleagues.
• Customer service oriented and team oriented.
• Good organizational skills.
• Able to manage multiple tasks and priorities by impact.
• Must have a valid driver’s license.
• Travel to stores may be required; stores may be distant.
• Flexible schedule including weekends, evenings and holidays.
• IT Support: 2 years (Preferred).
• Retail or hospitality experience is a plus.
• Point of Sale experience is a plus.
• CompTIA A+ certification.
• Basic networking knowledge.

Responsibilities

• Provide comprehensive technical troubleshooting in person or via remote support.
• Support computing hardware, peripherals, printing/scanning equipment and telephony.
• Support Epicor Eagle POS and related peripherals.
• Collaborate with vendors and internal teams to resolve network issues.
• Maintain records of troubleshooting activities in the ticketing system.
• Exhibit proficiency in Google Suite applications.
• Manage incoming telephone inquiries with courtesy and efficiency.
• Address email correspondence and urgent system errors promptly.
• Document service requests accurately and track until resolution.
• Take ownership of tasks and communicate with stakeholders for completion.
• Thrive in high-pressure environments delivering excellent service.
• Prioritize workload to minimize operational disruption.
• Operate with minimal oversight and strong self-management.

Skills

Communication skills

Customer service orientation

Organizational skills

Multitasking

Valid driver’s license

Flexibility with schedule

Basic networking knowledge

Education

CompTIA A+ certification

Tools

Google Suite

Epicor Eagle POS

Job description

Job Summary

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

Essential Duties & Responsibilities

• 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.