Retail Technical Support Specialist

About the role

The Retail Technical Support Specialist is a key support contact for point-of-sale technology in our members’ stores. In this role, you’ll respond to questions and troubleshoot issues from members, point of sale vendors, and internal staff relating to members’ point-of-sale systems; work with point-of-sale vendors on development and Do it Best initiatives; and assist members implementing a new point-of-sale system into their store.

Responsibilities

• Analyze and help solve member questions with their point of sale systems
• Escalate member point of sale issues including tracking and logging of calls
• Maintain and add to documentation relating to the Retail Technical Support department
• Understand, communicate, train, and troubleshoot EDI communications with our members and/or point of sale vendors
• Cultivate a basic understanding of each of the compliant member point of sale systems
• Troubleshoot transmission issues with member data sent through a point of sale system
• Create general training and procedures documentation for our members
• Extract, review and make recommendations regarding data in member point of sale systems

Requirements

• A High School Degree
• Technical support experience
• Knowledge of general computer and web apps (like Gmail, spreadsheets, phones)
• Knowledge of help desk ticketing software (Zendesk) is a plus
• Knowledge of retail hardware point of sale systems (specifically Epicor) is a plus

Skills and Abilities

• Strong communication skills both written and verbal
• Patient and calm demeanor
• Organized and detailed
• Ability to independently problem solve
• Ability to understand databases and analyze data from queries
• Ability to quickly ‘change gears’ to respond to changes in priorities
• Ability to juggle multiple issues and prioritize for urgency
• Ability to create and maintain written documentation