Job Type
Full-time
Description
Retail Technology Group is a leader in the Point of Sale Industry providing end-to-end technology solutions for a vast number of major retailers. Our goal is to provide clients a “single point of contact” as they pursue solutions to meet the challenges faced in delivering technologies that are ever evolving within the industries that we serve.
The Overnight Project Support Representative will work directly with Project Managers, clients, technicians, and other resources to effectively achieve project objectives. Primary responsibilities require after-hours support of project technicians: communication with field techs for check in, scope review, basic troubleshooting, escalation to PM or customer contact as needed, tech check out, status updates. This position will work closely with each Project Manager to gain familiarity of the overnight project scopes so they can be informed and knowledgeable when supporting technicians. Will access various schedules to monitor the scheduled work each night. In addition, will assist Project Team with record creation, updating documentation and project schedules when not supporting technicians.
Essential Job Duties
First Level point of contact for all after hours project technicians.
Monitor all scheduled work, contacting technicians per project requirements.
Provide detailed communications on all overnight project work to the appropriate stakeholders.
Establish communication with each overnight technician and coordinate receiving and review project deliverables to ensure quality prior to tech check out.
Escalate any critical issues to designated Project Manager or Director of Project Management as needed.
Assist in project execution including planning, prioritization, schedule, scope, stakeholder communications, and project status updates – documenting issues and risks around timeline and deliverables – escalating to leadership as needed.
Report any project documentation or scope deficiencies or needs for updates to Project Team to improve tech and project performance (process, functional, and technical).
Maintain strong working relationships with stakeholders, peers, and leaders.
Provide feedback on technician performance to Project Team.
Manage changes within the project to ensure timely execution of objectives
Requirements
Qualifications/Basic Job Requirements:
Ability to multi-task and prioritize tasks
Strong technical background
Basic troubleshooting skills
Ability to read and understand complex project/install documentation
Work effectively in a team environment
Demonstrated ability to work effectively in a fast-paced, high volume, deadline-driven environment
Excellent verbal and written communication, conflict resolution, customer service skills
Able to break down issues into manageable amounts to resolve problems and overcome hurdles
Able to multi-task and keep on top of several resources and tasks at once
Understanding and practical application of?various software applications, including the MS Office Suite, NetSuite, Smartsheets, Work Market platform
Success Factors:
Must be assertive and results oriented when managing difficult problems
Self-motivated
Must be analytical and creative when resolving complex issues quickly
Direct, honest communication style and operate with the highest level of integrity
Responsible and dedicated to ensuring techs are supported and meeting RTG quality standards
Education and Experience:
Project Management or POS installation related field of study, or equivalent education and\or experience preferred
Working knowledge of Telecom/Low Voltage Cabling, and basic networking strongly preferred
Background in Retail, Hospitality or Restaurant experience is a strong plus
Working Conditions:
Work from Home environment
May require short periods in a warehouse or construction site environment during training
May require lifting 10-30 lbs during training
Potential Travel for training10-15%
Must be available to work overnights.
At RTG, our customer focused approach and strong commitment to Service Excellence has enabled us to be a leader in offering advanced product and support services that are tailored to meet our customer’s needs. If you are a great communicator, possess a positive attitude, and thrive in a team environment, apply today!
This is a remote work opportunity for the right candidate. In-person on-site training may be required. Remote work for this role will be discussed during the interview process. Any remote employee must reside in one of the following states – AL, AZ, CA, CO CT, FL, GA, IA, ID, IL, IN, KY, KS, MA, MD, MI, MN, MO, MT, NC, NJ, NM, NY, OH, OK, PA, SC, SD, TN, TX, UT, VA, WA, WV, WI.
Salary Description
$50,000 – $55,000