Systems Support Lead (Remote)
Department: Product
Employment Type: Full Time
Location: Atlanta, GA - Corporate Office
Description
OVME, pronounced "of me," is a retail medical aesthetic company that connects aspiring men and women with skilled healthcare providers in select cities nationwide. OVME combines an innovative, direct-to-consumer mobile platform with contemporary yet welcoming retail boutiques to deliver high-quality minimally invasive cosmetic services. Our team is composed of creative providers who provide solutions for skin health. We believe the needs of the medical aesthetics consumer have evolved beyond the industry landscape. We aim to create memorable experiences for all clients by thinking differently, instilling trust, approaching each conversation with generosity, and having fun in every appointment!
The Systems Support Lead is a hands-on, detail-oriented individual contributor who serves as the first line of technical support across OVME's studios and corporate teams. This role owns day-to-day troubleshooting for hardware, point-of-sale systems, and Zenoti configuration issues, and keeps the support ticket queue and invoicing process running smoothly. This is a junior-level role that partners closely with the Senior Enterprise Systems Administrator and Operations, escalating complex system builds and architecture decisions while independently resolving the day-to-day issues that keep studio teams up and running.
Key Responsibilities
1. Help Desk & Hardware Support
- Serve as the primary point of contact for tech support requests from studios and corporate teams, resolving issues related to laptops, tablets, printers, and other hardware.
- Configure and image laptops and other devices for new hires, ensuring correct software, security settings, and systems access are in place before day one.
- Manage hardware recovery and access removal for departing team members, coordinating with IT and Operations on secure offboarding.
- Troubleshoot connectivity, software, and device issues at the studio level, escalating to the Senior Enterprise Systems Administrator when a fix requires deeper system configuration.
2. POS & Zenoti Support
- Troubleshoot day-to-day issues with point-of-sale hardware and software, ensuring studios can process transactions without disruption.
- Support and resolve routine Zenoti configuration issues, including user access, appointment setup, and basic system errors reported by studio teams.
- Partner with the Senior Enterprise Systems Administrator on more complex Zenoti configuration, pricing architecture, and platform changes, providing front-line context from studio-level issues.
- Maintain working knowledge of Zenoti and POS system updates to proactively flag issues before they affect studio operations.
3. Ticketing & Invoice Support
- Own the day-to-day help desk ticket queue, triaging, prioritizing, and resolving requests or routing them to the appropriate team.
- Track ticket trends and recurring issues, flagging patterns that may indicate a larger system or training need.
- Research and resolve invoice discrepancies related to technology vendors, POS systems, and Zenoti, coordinating with Finance and vendors as needed.
- Maintain accurate documentation of common issues, resolutions, and standard troubleshooting steps to support consistency across studios.
4. Cross-Functional Support
- Communicate clearly with non-technical studio and corporate stakeholders, translating technical issues and resolutions into plain language.
- Support the rollout of new hardware, system updates, and process changes at the studio level, including basic training and troubleshooting guidance.
- Partner with Operations, Finance, and the Senior Enterprise Systems Administrator to ensure technology issues are resolved quickly and communicated proactively.
Skills, Knowledge and Expertise
- 1-3+ years of experience in technical/help desk support, IT, or systems administration, ideally within a multi-unit retail or healthcare environment.
- Zenoti experience strongly preferred; experience with other POS, CRM, or scheduling platforms also considered.
- Comfortable troubleshooting hardware (laptops, tablets, POS devices) and basic software/connectivity issues.
- Experience managing a help desk ticket queue and prioritizing competing requests in a fast-moving environment.
- Strong attention to detail, particularly when reviewing invoices or configuring system settings.
- Clear communicator who can explain technical issues to non-technical team members with patience and clarity.
- Proficient in Excel and standard collaboration tools; experience with ticketing systems (e.g., Zendesk, Freshdesk) a plus.
Work Hours
- This is a fully remote role with standard working hours Monday through Friday.
- Longer hours beyond a typical workday may be required at times to support studio operations and resolve time-sensitive technical issues.
- Occasional weekend support may be needed based on business need.
Benefits
- 15 Days Paid Time Off
- 12 Paid Holidays
- Medical, Dental, and Vision coverage
- Short- and Long-Term Disability, AD&D, and Life Insurance 100% company-paid
- 401k Employee Contribution
- Employee Assistance Program (EAP) Resource
- Employee Service Allowance
- 50% Employee Retail Discount
- Friends and Family Discount
- Team Member Referral Bonus
- Wellhub membership
