Position Objective:
The Retail Support Specialist provides support for end user issues in Adaptive ERP and POS. This role facilitates all incoming requests, incidents, and projects to the IT Dept. This role will analyze requests to determine if they will be resolved internally and by which department or elevated to Adaptive support. It requires prioritizing and managing multiple tasks by focusing on fast resolutions of incidents and requests. It requires documenting ongoing problems or projects while coordinating with other departments. The Support Specialist will have excellent written and verbal communication skills, ability to convey IT knowledge to non-technical users, and ensures a high level of end user satisfaction with IT Helpdesk.
Key Responsibilities:
Support Specialist:
- Super User level knowledge of daily Adaptive ERP and POS retail operations.
- Provide first-level technical support to end-users via phone, email, or in person.
- Diagnose and resolve technical issues promptly and efficiently.
- Educate end-users on basic troubleshooting and problem prevention.
- Escalate complex problems to the appropriate IT personnel when necessary.
- Document and track all support interactions, ensuring accurate and detailed records.
- Deliver excellent customer service by maintaining a positive and professional demeanor.
Qualifications:
Education and Experience:
- Minimum 3 months of Riddle’s Jewelry sales experience and Adaptive ERP and POS.
- Experience with
- Microsoft Office, WindowsOS and iOS, Active Directory, Account Security
- PC Hardware, General Office Hardware (battery backups/power strips)
- Troubleshooting techniques for software and hardware
- Networking Devices and Cabling.
Technical Skills:
- Proficiency with all screens and terms in Adaptive ERP and POS
- Proficiency with Riddle’s Jewelry sales operations and practices
- Proficiency with PC Hardware, Printers, ERP and POS system equipment.
Working Environment:
- Most work is performed indoors in an office where noise and interruptions often occur.
- Overtime hours may be required to meet project deadlines.
- Some travel may be required for training and meetings.
Physical Requirements:
- Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA, and other federal, state and local standards, including meeting qualitative and quantitative productivity standards.
- Ability to maintain regular, punctual attendance consistent with the ADA, FMLA, and other federal, state and local standards.
- Upper body strength is a requisite to lift/move a maximum of 20 lbs. unassisted; and lift/move a maximum of 50 lbs. with assistance.
- Must be able to frequently sit, walk, stand, bend, kneel, stoop, reach and lift, push or pull and manual dexterity is needed to type, write, use a calculator, and answer telephone.
- Must be able to communicate effectively; talk, listen, and speak clearly on telephone and in-person.
Environmental Exposure:
- No adverse environmental conditions expected.
Riddle’s Key Performance Indicators:
- Positive feedback from end users through verbal communication and helpdesk survey collection.
- Continued improvement in helpdesk ticketing metrics. (Time to respond, time to resolve, ticket closures)
- Improved efficiency for interdepartmental project coordination. (Ensuring other departments receive communication on time and IT Dept deliverables are met)
- Assigned tasks are documented appropriately, progress can be measured, and are completed within requested time.
- Increasing ability to respond to multiple issues and requests. Requests to the IT Dept for equipment, software, or services will be fulfilled timely and the requestor will be informed of progress or delays of any outstanding requests.
- IT Dept equipment will be documented and inventoried. Will perform equipment audits and keep IT Dept area organized.
Disclaimer:
Please Note: The duties and responsibilities described are not a comprehensive list and additional tasks may be assigned to the employee as necessitated by business demands. This job description does not constitute a contract of employment or otherwise limit employment-at-will rights at any time.