What are the responsibilities and job description for the Back Office Support Technician position at Truno?
Bilingual preferred, but not required.
Summary
The Back Office Support Technician provides remote support to internal and external customers via phone and remote access software. Core duties include troubleshooting technical problems and assisting users with achieving their software goals. In addition to reactive support, this role involves proactively assisting remotely with product installations and user training, occasionally requiring availability outside standard hours. The Technician will also manage related project tasks and collaborate with the sales team for occasional remote product demonstrations. Effective internal communication to expand the team's knowledgebase is also essential.
Responsibilities
- Provide excellent customer service to both external and internal customers.
- Continually expand the type of issues you are able to resolve unassisted.
- Maintain ability to work a flexible schedule, including weekends and holidays.
- Interact with store employees and managers over the phone to resolve any reported issues.
- Provide support to service technicians and work cooperatively to resolve problems.
- Respond to calls in a timely manner in accordance with SLAs.
- Provide service, support, installation, and training to our customers.
- Additional duties and responsibilities as needed.
Education
Bachelor's Degree (preferred)
Experience
- A minimum of three years of experience in customer service (required)
- At least one year customer support in a call center environment (required)
- Familiarity with Networking (preferred)
- Familiarity with Back Office pricing systems (preferred)
- Familiarity with grocery pricing best practices (preferred)
- Familiarity with grocery terminology (preferred)
Licenses & Certifications
- A , Network , Security Certification(s) (preferred)
- MCSE (preferred)
Skills & Knowledge
- Basic understanding of SQL databases and queries (preferred)
- Basic computer skills (required)
- Dress professionally and appropriately (required)
- Excellent oral and written communication (required)
- Ability to think, learn, and solve problems quickly (required)
- Understand wireless devices and Sonic Wall devices (preferred)
- Capable of multi-tasking (required)
- Detail oriented (required)
- Organizational skills (required)
- Able to work independently with limited supervision and as part of a team (required)
