Information Technology Technician

Company: North Country Business Products
Location: Rochester
Posted on: February 24, 2021

Job Description:

Information Technology TechnicianLocation: Rochester, MN
North Country Business Products (NCBP) is a leader in the implementation and servicing of Point of Sale (POS) technology systems for the grocery, convenience store, restaurant and hotel industries. Become a part of one of the largest POS Solution Providers in the nation. We are always looking for top notch talent to join our team. If you want to excel in the ever-changing technology industry and use your expertise to make a lasting impact - apply to become a NCBP Employee-Owner!
Position Summary:The focus of the Customer Support Analyst position is to effectively resolve and close hardware and software issues from our Point of Sale (POS)/Retail Technology customers and provide them with a professional and friendly service experience. Analysts troubleshoot and resolve customer issues for multiple products in a specific vertical market. This position provides software and hardware support, manages service calls and executes the billing process. It requires someone who is self-motivated and can work calmly and professionally, under pressure, responding to high call volume throughout the day.
Core Responsibilities:1. Service Call Resolution/Closure2. Remote and Onsite SW/HW Support3. Service Call Management4. Billing Execution
Essential Functions:--- Provide a positive and friendly customer service experience to all internal and external customers.--- Respond to our POS customer's needs using excellent communication (verbal, written and listening skills) and multi-tasking skills.--- Prioritize and quickly access customer information, history analysis and research internal/external databases to identify and execute resolutions and accurately log pertinent information to our database.--- Provide timely updates to customers regarding call status and resolution plan.--- Escalate open service incidents for reassignment to Senior Support Analysts, project/implementation or field service team.--- Perform a variety of software installations, including remote technician, antivirus, POS/peripheral software, and change of services (COS).--- Execute billing based on contractual agreements, adhering to policy and procedures, and communicate information to customers and other service associates; escalate billing disputes and customer issues to Manager.--- Keep current on new and existing equipment and software; attend in-house and product training when requested.--- Work nights, weekends and holidays as assigned.--- Complete special projects and other duties as assigned.

QUALIFICATIONS:--- Minimum of two year technical degree or equivalent experience in the POS, hospitality, grocery or some IT experience strongly preferred.--- 6 months experience in either retail, grocery or hospitality industries preferred.--- QIR Certification within 12 months of being placed in position is required.--- Computer software and hardware knowledge preferred.--- Network connectivity and related software experience preferred.

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NCBP is an Equal Opportunity Employer. It is our policy not to discriminate against any applicant or associate because of age, sex, gender, marital status, genetic information, status with regard to public assistance, veteran status, race, color, religion, national origin, disability or any other protected characteristic protected by federal, state or local law.

Keywords: North Country Business Products, Rochester , Information Technology Technician, IT / Software / Systems , Rochester, Minnesota