Technical Phone Support

Job Title: TECHNICAL PHONE SUPPORT T3Department: DateCodeGenie OperationsLocation: 280 East Lothenbach Ave, West St. Paul, MN 55118; On-Site, with potential eligibility for hybridReports To: Technical Support ManagerSchedule: 40 hours per week, Mon–Fri, 8-4 pm or as arranged with Manager. Salary: $48,000 – $55,000 per year [depending on experience]Specific compensation is determined based on experience, qualifications, location, and internal equity considerations.Annual Incentive Pay: 5% target of earned base salaryBenefits Offered: Health Insurance (medical, dental, vision), Life & Disability Insurance, 401(k) with employer match, Paid Time Off Position SummaryProvide technical support to customers encountering problems with any of our product lines: DateCodeGenie, RightBytes and Task Manager. Essential Duties and ResponsibilitiesThe core tasks this role is responsible for performing on a regular basis. Provide interactive technical support using phone, email, Microsoft Teams or TeamViewer for customers experiencing problems with Android tablets, thermal printers, and mobile applicationsTypical support tasks include resolving username and password problems, remote access, uninstalling/reinstalling applications, connecting to Wi-Fi, verify hardware and software configurations, power cycling and assisting customers with app and portalSupport customer product training for cloud-based software and applicationAssist internal and external customers in troubleshooting and resolving problems quicklyCommunicate technical issues clearly to customers of varying ages and technical skill levelsDocument calls and troubleshooting steps concisely to maintain a clear historical recordHelp develop knowledge base articles to assist customers in navigating our products.Other duties and responsibilities as assigned Qualifications / Skills / AbilitiesTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. NCCO will train the right candidate to excel at this opportunity.This position requires a minimum of a 2-year college degree or commensurate experienceMinimum of one-year call center support assisting with technical supportBilingual (not required, but highly desirable) – English and SpanishIntermediate proficiency in Microsoft Office applications (e.g., Outlook, Word, Excel) Critical SkillsThe knowledge, technical abilities, and competencies most essential to success in this role — what separates a great performer from an adequate one. Performance under pressureExcellent interpersonal skills and strong phone etiquetteExcellent verbal and written communication skillsInquisitive attitude toward resolving customer and product issuesAbility to multitask between customer calls and logging of case notesExperience using CRM and ERP systems, including Salesforce, Syspro, and other proprietary software.Professional, flexible, and positive team player that is self-directed and self-motivatedAbility to effectively perform role using decision-making skills and all available resourcesOutstanding relationship-building skills coupled with a high degree of responsiveness and integrity What Success Looks LikeSuccessful agents in this role must: Adapt to fluctuating daily demands, whether it’s working through high ticket volume or more urgent issues.Demonstrate the ability to independently prioritize ticket handling without constant direction from the Tech Support Manager. For 120 years, National Checking Company (NCCO) has developed USA-made products that drive success in the foodservice and hospitality industries. Through consistent innovation, NCCO offers a comprehensive range of solutions and technologies designed to streamline operations and enhance food safety and efficiency, including traditional POS essentials, food safety labels, automated labeling systems, digital food safety software, and brand fulfillment solutions tailored to unique brand requirements. Headquartered in St. Paul, Minnesota, NCCO operates integrated business divisions supported by production and warehousing facilities in St. Paul, Minnesota, and Fort Worth, Texas. With core values focused on respect for every individual, integrity, collaboration, innovation, and passion for excellence, NCCO fosters an environment that embraces diversity, equity, and inclusion. NCCO is an equal opportunity employer.www.ncco.com