Technology Support Specialist – Help Desk L1

This is a fully remote position, open to applicants in United States.

📋 Description

• Receive and evaluate unassigned tickets within the ticketing system.

• Allocate tickets to the appropriate tier based on their complexity.

• Oversee Retail Tech Support channels in Google Chat and ensure response times remain under 25 minutes during business hours.

• Resolve Tier I IT tickets utilizing the internal knowledge base and standard operating procedures within 24 hours.

• Troubleshoot issues related to Shopify, Shopify POS, gOS app, Zebra printers, laser printers, receipt printers, card readers, socket scanners, music players, Retailnext, TV loops, iPadOS, macOS, and iOS.

• Reset application passwords as needed.

• Manage internet connectivity and address Layer I internet outages.

• Onboard and offboard retail staff accounts across multiple systems.

• Remove applications from the accounts of inactive employees.

• Monitor outages in internet, security, and camera systems; collaborate with ISPs and store managers on backup strategies and support.

• Resend and extend gift cards via Rise.ai, POS, and Shopify Admin.

• Retrieve alarm footage upon request from the Operations team.

• Conduct weekly audits of employee access for SaaS applications and alarms.

• Monitor ticket trends, report on ticket resolutions, and develop self-service solutions and training materials.

• Participate in special projects as assigned.

⛳️ Requirements

• At least 1 year of experience in technical support or a related discipline.

• Strong grasp of retail operations and technology.

• Exceptional troubleshooting and problem-solving abilities.

• Capability to work independently as well as collaboratively within a team.

• Excellent communication and interpersonal skills.

• Proficient in Google Workspace.

• Proficient in Microsoft Office Suite.

• Experience with Shopify, mobile device management, and point-of-sale systems is a plus.

🏝️ Benefits

• Opportunities for professional development and growth.

• Collaborative and supportive work environment.

• Access to cutting-edge technology and tools.

• Competitive salary and comprehensive benefits package.