CNRG Technical Support Specialist

Job Summary:

The Technical Support Specialist is vital to the support of retail equipment and operations at CNRG, delivering technical assistance via phone, email, remote access, and on-site visits. This role involves providing support across all CNRG brands while maintaining a high level of professionalism and efficiency when interacting with customers, vendors, and colleagues.

Job Description:

• This is an on site position with a rotating schedule.
• Answer support calls in a professional and timely manner.  
• Prepare and ship supplies to stores. Maintain accurate records of supplies and shipments.
• Travel to store locations as needed and approved by the manager.  Additionally, remote work may be required based on inclement weather or emergency.
• Develop and maintain reasonable proficiency with company standard applications and tools through on hands execution and learning through other employees.
• Perform other duties similar to those above as assigned by Manager, Tech End User Services & Support or another qualified corporate representative

Essential Duties & Responsibilities:

• Adhere to CNRG company standards and core values in all professional conduct.
• Provide comprehensive technical troubleshooting, both in person and via remote support, for:
• Computing hardware and peripherals
• Printing and scanning equipment (including RF scanners)
• Telephone systems
• Epicor Eagle Point of Sale (POS) applications and related peripherals
• All other proprietary or specialized company systems and hardware

• Collaborate with external vendors and internal technical teams to resolve network-related issues as required.
• Maintain comprehensive records of all troubleshooting and support activities within the ticketing system.
• Exhibit proficiency in the use of Google Suite applications.
• Manage incoming telephone inquiries with professional courtesy and efficiency.
• Monitor and address email correspondence, customer service tickets, and urgent system errors in a prompt manner.
• Uphold a consistently positive and service-oriented demeanor.
• Ensure all service requests are documented accurately and tracked until resolution is achieved.
• Take ownership of assigned tasks and communicate effectively with stakeholders to ensure successful completion.
• Thrive in high-pressure environments while delivering exceptional service to diverse user groups.
• Prioritize workload based on operational impact, focusing on the most critical issues to minimize disruption.
• Operate reliably with minimal oversight, demonstrating strong self-management.
• Strictly follow established Technology department procedures and policies.

• Provide support for a number of sources to include co-workers, store associates, vendors and customers.

Qualification:

• Good oral/written communication skills in order to effectively interact with customers, vendors and other employees in person and on the telephone.
• Must be customer service-oriented and team-oriented.
• Good organizational skills.
• Able to effectively manage multiple tasks simultaneously and prioritize their importance based on impact to operations.
• Must have a valid driver’s license.
• Must be able to climb up and down ladders, reach, bend, twist, kneel, lift up to 50 lbs. and handle large odd shaped items. 
• Travel to stores may be required.  Stores will not always be geographically close to Tech’s home location.
• Must be able to work a flexible schedule including weekends, evenings, and holidays.
• IT Support: 2 years (Preferred)
• Experience working in Retail or hospitality  environment a plus
• Point of Sale experience a plus
• CompTia A+ certification
• Basic networking knowledge

CNRG offers a range of benefits for both Full Time and Part Time employees:

• All levels of employment enjoy our fantastic employee discount
• 401k with employer match
• Employee Assistance Program
• Part-Time benefits include