Experience label- 10-12 YearsÂ
Note: Must Have 5+ Years Experience in POS/retailÂ
Must have a minimum of 10 years' experience with PCs, Windows OS, and Microsoft Office productsÂ
Must possess strong customer service skills, excellent oral and written communication skills, and be able to handle multiple tasks at onceÂ
Solid understanding of Traffic Counting systemsÂ
Working knowledge of network fundamentalsÂ
Understanding of computer hardwareÂ
Must Have POS/retail experienceÂ
Must have PC advanced troubleshooting skillsÂ
Ability to work independentlyÂ
Ability to follow schedule and meet deadlinesÂ
Ability to follow processÂ
Strong attention to detailÂ
Ability to interact with 2nd and 3rd party support staffÂ
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.Â
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.Â
10% - Interaction with Vendor to assist in trouble shooting and escalation issues as needed.Â
10% - Administrative - Tracks time in time tracking tool, attends weekly status meetings and other meetings, maintains incident tickets, emails, and other documentation.