Bilingual Client Support Technician

Summary

Join RT², a leader in retail management solutions, as a Bilingual Customer Support Technician! In this front-line call center role, you'll provide exceptional technical support to dealers and customers via phone, email, and remote desktop. You'll troubleshoot issues, guide users through problem-solving, and collaborate with internal and external teams. The position requires strong technical skills, excellent communication, and the ability to handle pressure. We offer a flexible, remote work environment and a competitive compensation and benefits package, including health insurance, paid time off, and retirement plan options.

Requirements

• Fluency in English and Spanish required
• In depth knowledge of PCs, operating systems, networking, and applications to be able to help users quickly and effectively with their problems
• Proven systematic and logical problem-solving ability
• Experience within a call center environment
• Helpdesk support, computer repair or equivalent
• Good interpersonal skills such as effective listening, empathy, patience, and the ability to carefully walk a user through problem resolution steps remotely
• Aptitude to troubleshoot problems under pressure, and the ability to defuse excited and sometimes irate users or customers
• Ability to work well with other departments in a team environment
• Well-developed organizational and extensive follow-up skills are a must
• Ability to handle and keep up with constant changes to products, policies, and follow procedures
• Ability to Multitask
• Use of Remote Desktop Software
• Ticketing and knowledgebase system use (Microsoft CRM)
• Strong Microsoft operating systems experience
• Strong understanding of printers and networking
• Regular and predictable attendance is an essential function of this position; may be required to go to Remote Disaster Location (Atlanta) in case of hurricane/emergency
• Must have reliable, self-maintained Internet and backup for emergencies

Responsibilities

• Provide technical assistance and support for incoming calls, email CRM queues, and internal messaging inquiries in a timely manner
• Maintain daily performance of computer systems
• Walk customers through problem-solving process
• Ask questions to determine nature of problem
• Install, modify, and repair computer hardware and software
• Support of all our internal and customer facing websites and applications
• Run diagnostic programs to resolve problems
• Assist the market team members on their questions and concerns; especially with those related with the installation, maintenance and training of proprietary software and equipment
• Support of multiple carrier and service platforms
• Successful and timely completion of all daily work-tasks
• Exhibit professionalism and superior phone etiquette, answering all customers with a focus on quality of message with cheerful demeanor
• Assist with minor escalations at the dealer/customer level
• Additional responsibilities as required to meet business needs

Preferred Qualifications

• 1-2 years experience in a technical support related role preferred
• High School degree, GED preferred, or related education preferred

Benefits

• Remote, flexible working options
• Competitive compensation
• Generous STI and LTI provisions
• Health, Dental and Vision Insurance
• Paid Annual Leave
• Paid Sick Leave
• 401K, and more