Information Systems Support Specialist, Retail Technology

INFORMATION SYSTEMS SUPPORT SPECIALIST, RETAIL TECHNOLOGY

Reports to: Manager, Retail Technology

FLSA Status: Exempt

SUMMARY

This position is ideal for someone with a solid technical foundation and hands-on experience supporting technology in a customer-facing environment, with the potential to grow into a leadership or team-lead role. They will be responsible for supporting all in-store technologies offered by PFSbrands and ensuring a prompt, professional response to retailer communications. Leveraging their practical technical skills and initiative, this individual will play a key role in helping the team adopt and integrate new technologies. Their primary focus will be making the purchase, setup, configuration, and operation of in-store technologies a smooth and positive experience for retailers. They should possess enough working knowledge of our technologies to serve as a dependable, one-stop resource for troubleshooting and issue resolution. When more advanced support is required, their strong organizational and follow-up skills will ensure that retailers feel confident and cared for throughout the process. This person must be highly organized, proactive, and capable of working independently—with the ability to guide others and contribute to team development as needed

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Manage application configuration based on customer needs and ensure proper functionality
• Respond to customer’s in-store technology concerns and become the “face” of PFSbrands through the interactions
• Develop expert-level understanding of all technologies offered by PFSbrands
• Provide remote Help Desk support for all technologies offered by PFSbrands
• Train and retrain customers as necessary to ensure they are comfortable with the technologies
• Educate retailers on how PFSbrands technologies and processes compliment their operations to drive profitability
• Manage retailer communications with rapid follow-up. Act as a liaison with internal departments
• Serve as subject matter expert in all App-related responsibilities (Champs, Hangar 54, BluTaco)
• Manage and resolve help tickets that are submitted
• Build relationships with retailers that produces a high confidence level in PFSbrands support
• Perform all other duties as assigned

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, experience, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Technical Associates degree or equivalent
• Possess a strong work-ethic, positive outlook, and natural leadership qualities
• Able to work collaboratively across functional groups, always championing the customer
• Excellent time management skills and strong sense of urgency, with STRONG ability to multitask, work autonomously and reprioritize quickly when directed
• Skilled in using Microsoft Outlook, Word, Excel, PowerPoint, Teams
• Comfortable working with computers, printers, and common consumer technologies
• Resourceful, a collaborator, decisive and hold yourself accountable in all that you do
• Calm and collected: When things get crazy, you are cool and under control
• Intelligent: You are articulate, smart and can communicate clearly
• Occasional travel to our customer’s locations across the U.S

WORKING CONDITIONS

• Work is typically performed in normal office working conditions
• Travel Requirement: 10-15%
• After-Hours On Call Support – This will be on rotation with the entire team.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

• Employee must be able to sit for prolonged periods of time in front of a computer daily.
• The position requires standing, bending, navigating stairs, and lifting.
• Must have visual and hearing acuity

Keywords: Help Desk; Technical Support; Tech Support; Computer; Customer Service; Malware; Spyware; Desktop; Laptop; MS; Microsoft; Administer; Tier I; Tier II; Computer Information Systems; Technology; Technician; Technician; Tracking; Network