What are the responsibilities and job description for the Technology Support Specialist position at The Intersect Group?
Company Overview
- At The Intersect Group, we connect talented professionals with organizations that value innovation and operational excellence. Our client is a leading retailer undergoing a major technology transformation to enhance customer experience and streamline store operations. They foster a culture of collaboration, adaptability, and continuous improvement, making this an exciting opportunity for tech-savvy professionals who thrive in dynamic environments.
Role Summary
- We are seeking a Technical Support Specialist to provide critical support during a large-scale store system refresh initiative. This role ensures smooth operations by assisting store managers with technical issues related to network connectivity, servers, and point-of-sale systems following store conversions.
- You will deliver phone-based and back-end support, troubleshoot complex technical problems, and maintain high levels of customer satisfaction. For the first 21 days post-implementation, you will provide white-glove service, ensuring a seamless transition and exceptional customer experience.
Key Responsibilities
- Provide inbound and outbound phone support for store managers during post-conversion.
- Troubleshoot issues related to networks, servers, POS systems, and mobile devices.
- Assist with password resets, basic technical support, and troubleshooting.
- Deliver marketing material and guidance as needed during store refresh.
- Document and escalate unresolved issues to appropriate teams for resolution.
- Maintain accurate records of support requests and resolutions in ticketing systems.
- Ensure exceptional customer service while managing multiple priorities in a fast-paced environment
Key Requirements
- Experience in technical support or IT knowledge (college/studies/etc.)
- Strong troubleshooting skills across networks, servers, and mobile devices.
- Familiarity with Windows environments and POS systems preferred.
- Experience in retail or gas station technology environments is a plus.
- Excellent verbal communication and customer service skills.
- Ability to work independently and adapt to evolving project requirements.
- Strong problem-solving skills and attention to detail.