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Fri Dec 15, 2017 - 43 weeks ago

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Retail Support Analyst

Provide front line technical and applications support at retail stores across the US. The individual will work as a technician handling multiple tasks in a high-paced and challenging retail environment - while providing exceptional customer service.

+ Provide Application Support for complex and highly integrated applications

+ Handle support tickets submitted by store teams for all technical equipment and software applications at the store.

+ Analyze, prioritize, and effectively triage/escalate application issues and problems

+ Interact with internal 3rd party vendors and troubleshoot to resolve complex problems

+ Perform installation, basic diagnostic testing, adjustment, troubleshooting, and repairs to hardware, software and peripherals at the store with minimal assistance (on-site or remotely).

+ Manage all technical and non-technical documentation to ensure it is current and up to date.

+ Troubleshoot applicaton problems and move towards resolution

+ Respond to, follow up, and close all assigned problem tickets

+ Communicate effectively project status/issues to IT Management, Stores and Team Members

+ Establish and maintain positive working relationships with departments and end users to reach desired outcomes and results

+ Maintain accurate inventory of store assets

+ Provide after hours and/or weekend or holiday support (unscheduled support), as business needs arise

+ Respond to and/or be dispatched to support On Call including weekends and holidays (scheduled support)

+ Complete administrative duties, includes but is not limited to: expense reporting, status reports

+ Document, maintain, upgrade or replace hardware and software systems.

+ Bachelor's degree from an accredited college or university; a degree in Business, Information Technology, or related field preferred - or comparable industry experience and knowledge

+ May require standing, bending and lifting up to 30 to 50 pounds

+ 2+ years' experience in a technical or retail support role

+ Retail Pro Experience required, and experience with POS systems is strongly preferred

+ Effective analytical problem solving skills; multi-tasking

+ Excellent customer service

+ Basic understanding of PC software, operating systems and applications, networks, and hardware (peripherals). Ability to install drivers and software

+ A basic troubleshooting aptitude gained through experience and/or training is required.

+ Good customer service skills, orientation is vital.

+ Business travel required

GBG USA Inc. is an Equal Opportunity Employer


External Company Name: Global Brands Group

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