Customer Technical Support Agent – L1

Job not on LinkedIn

October 10

🗽 New York – Remote

Although this job is listed in New York, this company may be open to hiring remote in other states.

💵 $21 - $23 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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STCR

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Retail • B2B • eCommerce

STCR is a technology solutions provider specializing in the grocery and retail sectors. With over 50 years of experience, the company offers a range of services including point of sale (POS) applications, self-checkout solutions, and systems integration aimed at enhancing customer experience and operational efficiency for grocery stores and other retail businesses. STCR focuses on helping retailers navigate industry challenges such as rising costs and labor shortages by leveraging cutting-edge technology and expert support.

51 - 200 employees

Founded 1967

🛒 Retail

🤝 B2B

🛍️ eCommerce

📋 Description

• Efficiently manage and prioritize incoming support tickets. • Troubleshoot and resolve technical issues related to company products and services. • Provide accurate and timely responses to customer inquiries. • Escalate complex issues to the appropriate internal teams when necessary. • Deliver immediate assistance for emergency situations. • Handle inbound customer calls and provide clear, concise explanations of technical concepts. • Foster strong customer relationships through effective communication and problem-solving. • Demonstrate empathy and sensitivity by actively listening to customer concerns and asking relevant questions. • Follow up to ensure all customer issues are fully resolved and satisfaction is achieved. • Contribute to and maintain an up-to-date knowledge base of troubleshooting procedures and solutions. • Stay informed about product updates, features, and best practices. • Participate in regular training sessions to maintain expertise in company products and services. • Accurately document issues and resolutions using Salesforce or other CRM tools.

🎯 Requirements

• Post-secondary education in networking, computer science, or a related field is an asset; a high school diploma is required. • 3-5 years of previous experience in a technical support/call center environment. • Familiarity with support ticketing systems such as Salesforce is a plus. • Proficiency in Microsoft Office (Word, Excel, Outlook, etc.). • Strong technical aptitude and troubleshooting abilities. • Excellent communication skills, with the ability to remain patient and calm under pressure. • Ability to work both independently and collaboratively within a team environment. • Strong attention to detail and time management skills. • Proficiency in English and Spanish (written and spoken) required.