Technical Support

Summary/ObjectiveAct as customer advocate, triaging, and resolving issues ranging from password resets to store outages, firewall and routing issues, software bugs and feature requests. Escalate support issues to appropriate personnel. Work closely with Operation Support Analyst II's on troubleshooting complicated support issues and building skill set.

Essential Functions

1. Respond to user requests that come in via phone and ticketing system
2. Resolve requests and when needed, escalate to appropriate personnel.
3. Act as customer advocate, researching, troubleshooting and pushing for thorough resolution of issues in a timely manner.
4. Document and summarize interactions with end users accurately for tracking and reporting purposes.
5. Troubleshoot and support proprietary software programs as well as third party software and applications.
6. Troubleshoot hardware located in the retail environment.
7. Work with members of Operatio...