Retail Technical Support Specialist

Location:

Fort Wayne, IN

Level: Full-Time Hourly Non-Exempt

Division / Department:
Dealer Care - Retail Technical Support

Reporting to position:
Retail Technical Support Supervisor

Travel:
Minimal travel may be required if needed for Do it Best Markets, member meetings, or point of sale vendor training opportunities

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.

This person will be expected to understand all data and files relating to item, sales, product, and orders and how those files interact with a member's point of sale system and Do it Best internal systems.

If you have any experience working in any of the following positions, we strongly encourage you to apply:
Software Trainer, Help Desk Technician, Tech Support.

Responsibilities Include:

* Analyze and help solve member questions with their point of sale systems

* Escalation of 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

Education and Experience:

* 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

* Can 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