Specialist, Retail Technology Support Center

Why this job matters

• Provide customer support by managing calls and resolving issues for Company-Operated, Retailer-Owned, and Marketer (COCO/CORO) service stations across the United States
• Support and troubleshoot Point-of-Sale (POS) systems and forecourt equipment, including hardware, software, and configurations
• Assist station personnel with POS peripherals such as printers, card terminals, scanners, and fuel dispensers
• Diagnose and resolve reported issues; escalate complex incidents as appropriate to ensure timely resolution
• Initiate service dispatches by coordinating with third-party vendors for POS devices, network equipment, dispensers, card terminals, and telephony services
• Accurately document issues, resolutions, and all related communications using the case management system
• Guide callers, including store personnel and technicians, through troubleshooting steps to minimize disruption and maintain operations
• Provide guidance on procedures related to POS and dispenser functionalities
• Resolve a high volume of issues through effective verbal communication and remote troubleshooting
• Analyze issues, prioritize actions, anticipate impacts, and make decisions with strong attention to detail
• Support business initiatives such as Grocery Rewards and Chevron Texaco Rewards programs
• Collaborate with Retail Marketing (RMC), Retail Systems, North America Retail System Support, and other cross-functional teams
• Adapt communication style to effectively engage with a diverse customer base

Job Skills/Competencies Required

• Bachelor’s Degree in any field
• Proficiency in Microsoft Office applications
• Strong oral and written communication skills
• Strong interpersonal, organizational, and problem-solving skills
• Ability to analyze issues and make sound decisions
• Ability to deliver presentations to a multicultural audience
• Willingness to work night shifts, rotating schedules, weekends, and holidays in a 24x7 operational environment
• Experience supporting US-based clients
• Call center or customer support experience is an advantage