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Role Description

Client Support Technicians are our front-line call center employees. Their mission is to provide our dealers and customers the best experience on every interaction. They work to resolve customer inquiries via phone, email, and remote desktop support using all available tools and resources. They can easily adapt to change, follow process and procedure, and collaborate with additional internal and external teams to provide a timely resolution.

• Provide technical assistance and support for incoming calls, email CRM queues, and internal messaging inquiries in a timely manner.
• Maintain daily performance of computer systems.
• Walk customers through problem-solving process; ask questions to determine nature of problem.
• Install, modify, and repair computer hardware and software.
• Support all internal and customer-facing websites and applications.
• Run diagnostic programs to resolve problems.
• Assist market team members with questions and concerns, especially related to installation, maintenance, and training of proprietary software and equipment.
• Support multiple carrier and service platforms.
• Successful and timely completion of all daily work tasks.
• Exhibit professionalism and superior phone etiquette, answering all customers with a focus on quality of message with a cheerful demeanor.
• Assist with minor escalations at the dealer/customer level.
• Additional responsibilities as required to meet business needs.

Qualifications

• 1-2 Years of prior experience preferred, with no less than 6 months of prior experience in a technical support role.
• High School Diploma or GED; preference on A+ or Network + certifications.
• Fluency in English and Spanish required.
• In-depth knowledge of PCs, operating systems, networking, and applications.
• Proven systematic and logical problem-solving ability.
• Experience within a call center environment preferred.
• Helpdesk support, computer repair, or equivalent.
• Good interpersonal skills such as effective listening, empathy, patience, and the ability to carefully walk a user through problem resolution steps remotely.
• Aptitude to troubleshoot problems under pressure.
• Ability to work well with other departments in a team environment.
• Well-developed organizational and extensive follow-up skills.
• Ability to handle and keep up with constant changes to products, policies, and follow procedures.
• Ability to multitask.
• Use of Remote Desktop Software.
• Strong Microsoft operating systems experience.
• Strong understanding of printers and networking.
• Regular and predictable attendance is an essential function of this position.
• Strong troubleshooting and critical thinking skills.
• May be required to go to Remote Disaster Location (Atlanta) in case of hurricane/emergency.

Requirements

• Flexible Schedule; Schedule for PAY position is 9:00 AM EST to 5:30 PM EST with Thursday and Sunday off; Saturday is 10:30 AM EST - 8:00 PM EST.
• Must have reliable, self-maintained Internet and backup for emergencies.
• Hourly Range: $18/hour - $18.90/hour.
• Compensation package will be determined by factors including location, job-specific expertise, skills, experience, and other relevant job-related considerations.

Benefits

• A unique opportunity to shape the journey of Realtime Technologies.
• Working within a rapidly growing, game-changing business.
• Remote, flexible working options.
• Competitive compensation.
• Generous STI and LTI provisions.
• Health, Dental and Vision Insurance.
• Paid Annual Leave.
• Paid Sick Leave.
• 401K.

Equal Opportunity Statement

Realtime is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status.