Retail Systems Support Analyst

Acumera is seeking a Retail Systems Support Analyst to join our retail application support team to provide exceptional remote customer service for our luxury retail client. This individual will part of the group of support agents who are the face of technology for over 1,000 retail associates, and as such needs to possess strong customer service skills combined with the core technical and foundational skills to support a wide variety of remote desktop support including Point Of Sale (POS), server class hardware, related peripheral devices, network infrastructure/communication hardware and enterprise applications. This individual will perform remote support for Client applications, infrastructure while following documented operating procedures, processes and policies. This individual will also assist management as required in the development for constructing client facing support materials, runbooks and client specific procedures. This individual will interface with both internal teams and client-side helpdesk IT and management and will need to be able to succeed within a demanding luxury, high velocity, fast paced operating environment.

Responsibilities:

• Participate in internal customer service retrospectives
• Assist in maintaining multiple customer lab hardware and environment.
• Assist management to identify opportunities for overall quality improvement, customer service delivery and overall call quality standards
• Adhere to and follow helpdesk runbook templates to continuously document and update level 1 and L2 support processes to be submitted to Acumera’s internal helpdesk knowledge base group
• Proactively perform outreach to Client facing locations and users following Client procedures for appropriate follow up and resolution on issues across various client facing systems, applications, 3rd party vendors and infrastructure
• Communicate timely and appropriate client escalations and status updates to all stakeholders following communication plan
• Assist Acumera management with accurate capture of all incidents with appropriate and necessary detail to assist in Client reporting and Key Performance Indicator (KPI) generation
• Resolve to the best of ability the issue for the Client on first call leveraging knowledge from training and runbooks (L1 and L2)
• Capture customer incidents with appropriate detail through Clients internal ticket management system, handling appropriate escalations through defined workflows and communication channels
• Receive, triage and respond to first call incidents via email, phone and other communication channels and deliver exceptional customer service leveraging Acumera’s internal helpdesk knowledge base for known issue resolution
• Work with Clients management team to support cross training additional internal resources as updates to runbooks and process documentation necessitates

Must be flexible and capable of working scheduled shifts covering retail operating hours including weekend scheduled shifts

Desired Skills & Experience

• Excellent written and verbal communication skills
• Knowledgeable and proficient in retail systems support including but not limited to Point Of Sale applications (POS), payment applications, related 3rd party payment software & other retail based applications
• Problem solving mindset
• Minimum of 1-2 years hands on remote or direct hands on support experience with strong foundation skills in helpdesk delivery & customer service
• Ability to remain calm while under pressure and provide sense of control, urgency and understanding with the client
• Politeness
• Experience within either a retail, hospitality, c-store environment or related service provider preferred
• Experience with Oracle xStore or equivalent POS applications or mobile applications is a plus
• Ownership of each incident to completion (or validated escalation) and satisfaction of client
• Experience supporting network connectivity between Client sites, in-store networking infrastructure and backend providers
• Polished Soft skills:

Windows proficiency required

Bachelor’s degree preferred

• MCP, MCSE, A+ preferred but not required