• Retail Support Analyst

    Work Location US-NY-New York
    Category
    Information Technology
    Division
    IT
  • Specific Responsibilities

    Provide front line technical and applications support at retail stores across the US. The individual will work as a technician handling multiple tasks in a high-paced and challenging retail environment - while providing exceptional customer service.

     

    • Provide Application Support for complex and highly integrated applications
    • Handle support tickets through Manage Engine submitted by store teams for all technical equipment and software applications at the store.
    • Analyze, prioritize, and effectively triage/escalate application issues and problems
    • Interact with internal 3rd party vendors and troubleshoot to resolve complex problems
    • Perform installation, basic diagnostic testing, adjustment, troubleshooting, and repairs to hardware, software and peripherals at the store with minimal assistance (on-site or remotely).
    • Manage all technical and non-technical documentation to ensure it is current and up to date.
    • Troubleshoot applicaton problems and move towards resolution
    • Respond to, follow up, and close all assigned problem tickets
    • Communicate effectively project status/issues to IT Management, Stores and Team Members
    • Establish and maintain positive working relationships with departments and end users to reach desired outcomes and results
    • Maintain accurate inventory of store assets
    • Provide after hours and/or weekend or holiday support (unscheduled support), as business needs arise
    • Respond to and/or be dispatched to support On Call including weekends and holidays (scheduled support)
    • Complete administrative duties, includes but is not limited to: expense reporting, status reports
    • Document, maintain, upgrade or replace hardware and software systems.

    Skills and Requirements

    • Bachelor’s degree from an accredited college or university; a degree in Business, Information Technology, or related field preferred - or comparable industry experience and knowledge
    • May require standing, bending and lifting up to 30 to 50 pounds
    • 2+ years’ experience in a technical or retail support role
    • Retail Pro Experience required, and experience with POS systems is strongly preferred
    • Effective analytical problem solving skills; multi-tasking
    • Excellent customer service
    • Basic understanding of PC software, operating systems and applications, networks, and hardware (peripherals).  Ability to install drivers and software
    • A basic troubleshooting aptitude gained through experience and/or training is required.
    • Good customer service skills, orientation is vital.
    • Business travel required

     GBG USA Inc. is an Equal Opportunity Employer

     

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