Experience label- 10-12 Yearsย
Note: Must Have 5+ Years Experience in POS/retailย
Must have a minimum of 10 years' experience with PCs, Windows OS, and Microsoft Office productsย
Must possess strong customer service skills, excellent oral and written communication skills, and be able to handle multiple tasks at onceย
Solid understanding of Traffic Counting systemsย
Working knowledge of network fundamentalsย
Understanding of computer hardwareย
Must Have POS/retail experienceย
Must have PC advanced troubleshooting skillsย
Ability to work independentlyย
Ability to follow schedule and meet deadlinesย
Ability to follow processย
Strong attention to detailย
Ability to interact with 2nd and 3rd party support staffย
At ease in working with customers, partners, and suppliers at all levels within the business
60% - Provides exceptional customer service to store personnel through production monitoring/trouble shooting and Tier 2 incident management. Assumes responsibility for maintaining brand service level agreements from a Tier 2 incident management perspective. Acts as an additional point of escalation for level I and level II analysts.ย
20% - Administration of the application deployment process to the field for new stores and relocations. Responsible for adherence to software vendor application update/patch schedule for stores.ย
10% - Interaction with Vendor to assist in trouble shooting and escalation issues as needed.ย
10% - Administrative - Tracks time in time tracking tool, attends weekly status meetings and other meetings, maintains incident tickets, emails, and other documentation.