Information Systems Support Specialist Retail Technol

Reports to: Director of Information Technology

FLSA Status: Exempt 

SUMMARY

This position will be responsible for supporting all in-store technologies offered by PFSbrands and ensuring rapid response to retailer communications. Their goal will be to make the purchase, setup, configuration, and operation of any in-store technologies smooth and a positive experience for the retailers. The depth of knowledge in all our technologies will be such that they are the “go-to” person that our retailers can count on to quickly correct any situation that arises. If more specialized assistance is necessary, their excellent follow-up skills will always keep the retailers feeling that we are on top of the issue. This person must be organized and a self-starter.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Manage application configuration based on customer needs and ensure proper functionality. 
• Respond to customer’s in-store technology concerns and become the “face” of PFSbrands through the interactions.
• Championing the customer wherever conflict presents itself
• Oversee primary customer communication channels
• Ability to develop expert-level understanding of all technologies offered by PFSbrands.  
• Provide remote Help Desk support for all technologies offered by PFSbrands
• Train and retrain customers as necessary to ensure they are comfortable with the technologies.
• Create and maintain Retail Accounts in PFS Portal.
• Confident understanding of retailer operations enabling the ability to explain PFSbrands processes and how the technologies compliment their operations.
• Manage retailer communications with rapid follow-up. Acting liaison with internal departments. 
• Subject Matter Expert in all App related responsibilities (Champs, Hangar 54, BluTaco)
• Manage and resolve help tickets that are submitted 
• Build relationships with retailers that produces a high confidence level in PFSbrands support
• All other duties as assigned within the IT Dept.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, experience and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• High School Diploma or equivalent
• Able to work collaboratively across functional groups, always championing the consumer
• Excellent time management skills and strong sense of urgency, with STRONG ability to multitask, work autonomously and reprioritize quickly when directed
• Microsoft Outlook, Word, Excel, PowerPoint
• Comfortable working with computers, printers, and common consumer technologies
• Positive attitude and demeanor 
• You're resourceful, a collaborator, decisive and hold yourself accountable in all that you do
• Calm and collected: When things get crazy, you're cool and under control
• Intelligent: You are articulate, smart and can communicate clearly
• Occasional travel to our customer’s locations across the U.S. 

WORKING CONDITIONS

• Work is typically performed in normal office working conditions 
• Travel Requirement: 10-15% 
• After-Hours On Call Support – This will be on rotation with the entire team.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

• Employee must be able to sit for prolonged periods of time in front of a computer daily.
• The position requires standing, bending, navigating stairs, and lifting.
• Must have visual and hearing acuity 

Keywords: Help Desk; Technical Support; Tech Support; Computer; Customer Service; Malware; Spyware; Desktop; Laptop; MS; Microsoft; Administer; Tier I; Tier II; Computer Information Systems; Technology; Technician; Technician; Tracking; Network