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 from members, point of sale vendors, and internal staff relating to Do it Best members’ point of sale systems;
work with point of sale vendors on development and Do it Best initiatives; and train members implementing a new point of sale system into their store.
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, Administrative Assistant.
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 complaint member point of sale systems
- Lead remote training sessions and setup for members implementing a preferred point of sale system
- Troubleshoot transmission issues with member data sent through a point of sale system
- Work with the Co-op Conversions team to help members migrate from another co-op to Do it Best. This will consist of analyzing and validating point of sale data changes.
- Create general training and procedures documentation for our members
Education and Experience :
- High School Degree
- Experience with personal computers
- Strong knowledge of Gmail, Google Doc, Google Sheets, and Microsoft Access
- Customer service experience
- Knowledge of help desk ticketing software (Zendesk) is a plus
- Technical support experience 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 run queries
- Ability to 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
Benefits available to you :
- Full insurance benefits package including Medical, Dental, & Vision with a premium free plan available
- Paid time off to foster work / life balance
- Profit sharing
- Bonus Pay opportunities
- Retirement funding opportunities
- Education reimbursement
- Health club reimbursement
- Career advancement opportunities
Please note that for this role, relocation assistance is not available. Candidates should be willing and able to work in Fort Wayne, IN without the need for relocation support.
We encourage local candidates or those already planning to move to the area to apply.
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