Command Center Agent
Medway, MA

Job Description

Summary

The Command Center Agent will be supporting calls from technicians in the field who are calling in for technical support. Leveraging Call Scripts, they will walk the technicians through the install process, troubleshooting any issues that arise. Training will be provided. Equipment within scope includes point of sale and tablet technologies. This position will require a dynamic person with good troubleshooting skills as well as customer service capabilities. The ideal candidate will be familiar with various retail and network technologies, equipment and capabilities.

Spencer Technologies services some of the top retail and multi-store organizations in the country and strives to provide unparalleled service and support. On-call support may be required.

Hours: 8 hour shifts varying; Sunday starting at 5-8pm, Mon-Thur starting at 8-10pm

Role and Responsibilities Primary

* Phone support for technician calls and going through scripts
* Remotely installing and configuring point of sale retail technologies.
* Analyze, troubleshoot, document wide technical issues.
* Work closely with peers and cross functional teams to drive resolution while providing excellent customer service to all.
* Clearly document work expected and completed by remote field resources.
* Speak clearly, concisely and effectively; listen to and understand information and ideas as presented verbally.
* Ability to work during regularly scheduled and unscheduled evening and weekend hours to support implementation activities and remediation projects.
* Other duties as assigned

Required Skills

* Entry level, help desk experience a plus
* Excellent working knowledge of Microsoft business applications (Excel, Outlook, PowerPoint, Visio)
* Good understanding of technology concepts and design, specific focus on store/remote architecture.
* Excellent knowledge of basic networking.
* Retail or multi-store environment experience preferred but not required
* Excellent customer service skills and comfortable with remote/telephone support functions
* Strong communications skills (verbal and written).
* Ability to work in both team environments and as an individual contributor.
* Ability to sit for extended periods at a keyboard to enter information and read displays.
* Ability to work various shifts as needed for coverage