Call Center Tech

• May require 2nd shift, weekend and holiday work. (24X7 Support environment)
• Call center, help desk, or customer/technical support experience
• Strong troubleshooting skills with Windows PCs and Microsoft 365
• Experience with ticketing systems (retail or POS environments is a plus)
• Tenacious and Resilient---not afraid to ask questions that probe for understanding

• PoS support/troubleshooting (Verifone is a bonus)
• Experience with peripheral support i.e. receipt printers, pin pads, barcode scanners, cash drawers, signature pads

We’re partnering with a multi‑state retail organization to hire a Call Center Technician to support store and corporate operations. This role serves as the first point of contact for inbound calls, helping troubleshoot issues, create service tickets, and elevate when needed. Support areas include IT applications, POS systems, fuel and pricing, maintenance requests, alarms, and other operational needs.

• Answer all inbound calls from Stores and corporate office staff, utilizing existing and approved scripting for call quality consistency
• Become proficient in operational support of retail systems infrastructure including point of sale, back office, credit, and fuel network
• Adhere to established call center metrics, standards, and procedures to ensure the delivery of high-quality customer service
• Strive to meet or exceed performance targets, including average handling time, first call resolution, customer satisfaction, interaction and ticket quality, and other key performance indicators (KPIs)
• Escalate complex or unresolved issues to appropriate IT support teams or higher-level technical specialists for further investigation and resolution