Tech Support Specialist

About the Company

At The Intersect Group, we connect talented professionals with organizations that value innovation and operational excellence. Our client is a leading retailer undergoing a major technology transformation to enhance customer experience and streamline store operations. They foster a culture of collaboration, adaptability, and continuous improvement, making this an exciting opportunity for tech-savvy professionals who thrive in dynamic environments.

About the Role

We are seeking a Technical Support Specialist to provide critical support during a large-scale store system refresh initiative. This role ensures smooth operations by assisting store managers with technical issues related to network connectivity, servers, and point-of-sale systems following store conversions. You will deliver phone-based and back-end support, troubleshoot complex technical problems, and maintain high levels of customer satisfaction. For the first 21 days post-implementation, you will provide white-glove service, ensuring a seamless transition and exceptional customer experience.

Responsibilities

• Provide inbound and outbound phone support for store managers during post-conversion.
• Troubleshoot issues related to networks, servers, POS systems, and mobile devices.
• Assist with password resets, basic technical support, and troubleshooting.
• Deliver marketing material and guidance as needed during store refresh.
• Document and escalate unresolved issues to appropriate teams for resolution.
• Maintain accurate records of support requests and resolutions in ticketing systems.
• Ensure exceptional customer service while managing multiple priorities in a fast-paced environment.

Qualifications

Required Skills