OVERVIEW

The Retail Support Specialist is a key member of the Tier 2 Retail IT team, responsible for providing day-to-day technical support to retail stores and supporting New Store Opening (NSO) activities. This role focuses on timely issue resolution, high-quality customer service, and consistent execution of established IT processes.

The Retail Support Specialist works closely with peers, the Senior RSD, and the RSD Manager to resolve incidents, fulfill requests, and ensure retail technology operates reliably and efficiently.

RESPONSIBILITIES

• Provide Tier 2 technical support for retail stores and NSO activities, including troubleshooting hardware, software, network, and POS issues.
• Own and manage assigned tickets through resolution, ensuring timely updates, proper documentation, and customer communication.
• Follow established troubleshooting processes, runbooks, and escalation paths when handling incidents and service requests.
• Identify and escalate complex, sensitive, or high-impact issues to the Senior RSD or appropriate technical teams.
• Coordinate with vendors and internal IT teams to resolve issues requiring external support or cross-team collaboration.
• Support hardware and software deployments, replacements, and refresh activities as assigned.
• Participate in onboarding and training activities to build technical and process knowledge.
• Contribute to knowledge base articles, documentation updates, and continuous improvement efforts.
• Maintain a high standard of professionalism, responsiveness, and customer service in all interactions with store teams and partners.

QUALIFICATIONS

• • Strong troubleshooting and problem-solving skills
  • Clear, professional, and customer-focused communication
  • Ability to follow defined processes while adapting to situational needs
  • Accountability for ticket ownership and follow-through
  • Team-oriented and collaborative mindset
  • Willingness to learn and grow technically and operationally
  • Attention to detail in documentation and execution
  • Ability to manage multiple priorities in a fast-paced environment

The base salary range for this position is $32-$36/hr which represents the current range for the base salary for this exempt position. Please note that actual salaries will vary based on factors including but not limited to location, experience, and performance. As such, on occasion and when applicable, there is the possibility that the final, agreed-upon base salary may be outside of the upper end of the range. Please also note the range listed is just one component of the company’s total rewards package for exempt employees. Other rewards may include performance bonuses, long term incentives, a PTO policy, and many other progressive benefits.