Technical Support Retail Specialist, International

OVERVIEW

This role serves as the first point of contact for all store IT issues and operates both independently and as part of the overall IT team to resolve them. A typical day will require over the phone support, virtual or remote support, and vendor management to ensure the stores have maximum uptime and ensure the technology meant to provide them with superior sales tools stays out of their way. It is expected most of this work will be done remotely from the UK, while some travel will be required for large-impact repair or project work such as new store openings. After hours work is uncommon but this is a 24/7 role, they will be a part of a team of support staff such as members of the service desk for PC and network issues, the POS Business Analyst team, and store facility personnel. Because this role works closely with the store personnel, they will assist with both the operational needs of the front of house assisting with training of the POS, camera, and reporting tools; and back of house providing training and support services for the inventory system and reporting tools along with some PC/Peripherals support.

RESPONSIBILITIES  

• Personable – This role requires the individual to work directly with store management, staff, and HQ retail personnel. These users are typically not technically minded, so being personable will help build relationships with each store and will help guide them to a solution. Communication is especially important as the stores are open over the weekends and holidays and they will need to know the timeline of a repair so they can adjust if needed.
• Technically minded – This is a broad mix role, with the work expected to include Desktop repair, POS support, understanding of the audio systems, light network work, and other technologies a store typically uses that you do not see in other environments (such as Traffic Counters)
• Leading their counterparts – This role will be required to not only teach the store personnel on how to use the technology rolled out to them, but also teach other members of the help desk team so they can assist as needed. This is not intended to be a siloed role.
• Compliance – Ensure the store employees are informed on the proper way of handling inventory management, credit card handling, and so on. You will be partnered with store management and their operations staff in enforcement.
• Projects – Ours is a rapidly growing retail space and as such we are rapidly rolling out new technology. This role will require both leadership and hands-on activities. You will need to coordinate with many different teams depending on the scope of the project. You will be assisted by management & our PM staff.
• Documentation – A companion to the areas above, the Retail Support Specialist role will be required to provide thorough documentation on all technologies, vendors, and processes. This documentation will be maintained in various platforms such as SharePoint and Asana. The goal of this documentation is to provide shared access to this critical information, for themselves, store personnel, and related corporate office entities.
• Policies & Technology Review – The role will be consistently reviewing the store’s technology uses and reviewing the policies they have around that use, both indirectly by observation and by direct review with retail personnel. They will make recommendations to IT and Retail management for improvements on its use and security at the store.

QUALIFICATIONS

• Applicants must be based in the UK 
• Experience working with Windows 10, iPad/iOS
• POS hardware and software experience – Shopify experience preferred but not required
• Cisco/Meraki networking experience, and Aerohive wireless Access Points
• Experience with ISP & Network Troubleshooting
• Vendor management such as building alarms/security cameras, cabling vendors, etc
• Understanding of VoIP cloud-based phone systems
• Traffic counters
• Understanding of Loss Prevention equipment, such as AM frequency door detection systems
• Experience working with security cameras
• Experience working with thermal and laser printers, barcode scanners
• Ability to travel and be on-call for urgent issues