This role is in charge of ensuring the seamless and effective installation of our Point Of Sale (POS) Systems for customers and the different NRS products. This position combines technical expertise with excellent communication skills to deliver comprehensive training and support. The person in this role will be responsible for conducting training appointments, performing installations, and providing ongoing assistance to customers. 

Responsibilities and Duties

• •  Provide courteous and professional assistance to customers via phone calls, addressing inquiries, concerns, and technical issues related to their card processing machines.

  • Answering incoming calls through the IVR or initiating outbound calls assigned by supervisors to address customer inquiries or technical needs regarding their card processing machines.

  • Solving customer inquiries or problems on the initial call, striving for a high rate of first-call resolution and enhancing overall customer satisfaction and loyalty.

  • Manage basic technical knowledge and resources to troubleshoot and resolve hardware and software issues with card processing machines, guiding customers through diagnostic procedures and solutions.

  • Using manuals provided by supervisors as a resource for resolving customer calls effectively.

  • Creating cases for each call to maintain a detailed record of customer interactions and monitor progress.

  • Request and collect customer feedback on service experiences, technical issues, and product usability, providing valuable insights to management for continuous improvement initiatives and product development.

  • Collaborate effectively with cross-functional teams, including Sales, Product Development, and Quality Assurance, to address customer needs, share insights, and contribute to overall organizational success.

  • Identify and escalate complex or unresolved issues to Tier 2 Technical Support or relevant departments for further investigation and resolution, maintaining effective communication with customers throughout the escalation process.

  • Following established methods and procedures provided by the Quality Assurance (QA) department to ensure accurate data verification and deliver exceptional customer service.

  • Engaging in ongoing training programs to enhance customer service skills and stay updated on company products and services.

  • Create and maintain detailed cases for each customer interaction, documenting the nature of the inquiry or issue, steps taken for resolution, and any follow-up actions required, ensuring comprehensive tracking and accountability.

Qualifications

• • -Advanced Excel Skills.

  • -Proficient in using CRM tools and Microsoft Office Suite.

  • -Proven experience in POS system installations and training.

  • -Strong technical aptitude with the ability to troubleshoot and resolve technical issues.

  • -Excellent communication skills, both written and verbal.

  • -Ability to adapt training techniques to suit different customer needs.

  • -Detail-oriented with strong organizational and time management skills.

  • -Problem-solving skills with the ability to think on your feet during service calls.

  • -Proficient in creating and updating internal reports.

We Offer

• A great and positive workplace

• Parking Subsidy

• Life and Medical Insurance

• Benefits and Discounts

• Growth opportunities

• All law benefits(Bono 14, Aguinaldo, IGSS, IRTRA, Vacations)