Technology Operations and Support Associate, Retail Store Systems Support

Location : India

Position Overview

The Retail IT Analyst provides dedicated technical support for Retail Stores. This includes POS computer systems, hardware, and software via telephone, email and chat tools. This position is fast-paced and multi-task intensive, requiring excellent decision making and top-notch customer service skills. Working as part of a team, successful candidates will share their values and have an interest in working with the latest technologies to provide exceptional customer service to all Retail Stores in North America, EMEA and some countries in APAC.

Essential Duties & Responsibilities

General :

oServe as the first point of contact to Retail Stores seeking assistance for POS hardware, software, workstations, printers, time clocks, UPS units, mobile devices, interactive screens or other Retail technical issues.

oResponsible for 24 / 7 support of applications for Retail Stores and participating on a rotating on-call schedule for off-hour / weekend support

oYou have a logical approach and process to problem solving

oParticipate in product / process updates and create documentation on the same.

oYou are proactive in driving issues to closure and collaborate with peers to resolve

oYou possess strong communication skills to convey problems to your team and colleagues

oUnderstand how problems affect other areas of the organization outside of the IT space

oYou can create thorough technical documentation to leveraged by development and support teams

oYou have intermediate knowledge of reporting on CRM tools (ex. ServiceNow) and creating dashboards.

oYou take independent action, do things before being asked or forced by events.

oYou develop creative solutions and innovation ideas

Operational :

oBe an advocate for customer requests maintain ownership of request and follow through consistently to resolution

oIncrease Retail Stores satisfaction by increasing First Contact Resolution (FCR) rate.

oReview open ticket queues and close tickets upon resolution daily

oUnderstands how to triage and prioritize issues and escalate problems to management

oStay current with system information, changes and updates

Experience, Skills & Knowledge

• .Windows 2016 / 2019 & Windows Server
• .POS (Point of Sale)
• .POS scanners
• .Receipt printers
• .Barcode scanners
• .Experience in support and configuration of Microsoft Office, Microsoft Windows, and basic network troubleshooting
• .Experience in ServiceNow, Active Directory, O365, Xstore, SQL, Oracle