Level 1 Analyst, Support Services

 Retail Technology Group is a leader in the Point of Sale Industry providing end-to-end technology solutions for a vast number of major retailers. At RTG, our customer focused approach and strong commitment to Service Excellence has enabled us to be a leader in offering advanced product and support services that are tailored to meet our customer’s needs for over 20+ years. Our goal is to provide clients a “single point of sale” as they pursue solutions to meet the challenges faced in delivering technologies that are ever evolving within our industry.

A Tier 1 Analyst of Support Services acts as the initial point of contact for RTG customer restaurant locations when reporting technical issues onsite. Tier 1 Analysts are responsible for the initial evaluation, categorization, and triage of new issues while entering the relative information live into the system as it is reported.  This position requires daily contact with our customers via email, inbound and outbound phone calls, and through electronic customer and 3^rd party web-based portals.   The Tier 1 Analyst will escalate incoming issues to a Tier 2 Analyst when they have exceeded time-frame parameters, completed the outlined steps, or exhausted the available resources as appropriate for an initial or “layer one” troubleshoot, depending on severity.  A Tier 1 Analyst is to answer customer calls quickly and efficiently, provide effective assistance while maximizing their individual availability in queue, and ensuring that all issues reported by phone or email are received, acknowledged, and accurately entered into the system.  

•  Provide Service Desk Support via telephone and email for all RTG customers
• Clearly communicate via phone, email, portals and instant messaging with end users and field technicians
• Search existing, create new or update case records in the ticketing system (NetSuite) for all customer interactions daily
• Trouble shoot, resolve or escalate all incoming phone calls and emails from customers with in the SLA of 5-7 minutes or less
• Meet or exceed SLA for First Call Resolution of 80% or higher
• Search knowledge base for every customer call to be able to provide prompt resolution
• Be available to receive incoming call from customers 80% of the time
• Maintain a Customer Satisfaction (CSAT) score of 80% or higher on an ongoing monthly basis
• Maintain a ticket quality score of 75% or higher on an ongoing monthly basis
• Maintain an average age of resolution on all cases of 5 days or less on an ongoing monthly basis
• Maintain an abandonment rate of < than 10% on an ongoing monthly basis with incoming calls
• Maintain an Average Speed of Answer (ASA) of 1.5 minutes or less on an ongoing monthly basis  

• Come to work in professional/casual work attire ready to meet and/or greet customers in person or on the phone
• Any additional duties that may be assigned by direct supervisor 

• Strong work ethic with the desire to contribute to the team beyond your immediate responsibilities
• Excellent verbal and written communication, interpersonal, trouble shooting and organizational skills
• Excellent customer service skills
• Basic understanding of how technology supports our customer’s needs to serve their customers
• Basic trouble shooting skills for hardware and software
• The ability to work alone as well as in a team environment
• Ability to travel occasionally for our customers 

•  Meet or exceed all KPI’s outlined on monthly scorecard
• Report to work for all scheduled work days/hours
• Be logged in and available to take calls promptly at the start of your shift for all scheduled days of work
• Taking initiative by assigning tickets to themselves that are in the unassigned queue
• Continual self-learning by reviewing existing knowledge articles and training guides

•  High school diploma or GED
• Prior experience in a customer service or technical role supporting customer remotely
• Prior experience working in a restaurant or retail store

•  Ability to listen and communicate clearly to customers via phone while at the same time capturing details of the call

At RTG, our customer focused approach and strong commitment to Service Excellence has enabled us to be a leader in offering advanced product and support services that are tailored to meet our customer's needs. If you are a great communicator, possess a positive attitude, and thrive in a team environment, apply today!