The Tier 1 Service Desk Analyst will play a crucial role within our support team. As first point of contact for incoming support activities, the tier 1 analyst will provide and exceptional customer service experience and technical assistance to retail store end users. They will be taking calls regarding troubleshooting of networks, computers and POS terminals for the retail stores. The ideal candidate has dealt with calls related to POS hardware/software. If they can't handle the call, they can escalate it to the Sr. Tier 1 agents. This will be 100% phone support helping retailers with any IT issues they have in the store. Acquire and maintain knowledge of updated supported platforms and releases, current support policies, and methods of support delivery, to provide technically accurate solutions to customers. Answer L1 (tier 1) technical support calls and drive to ticket resolution and swiftly escalate to Sr. Tier 1 team, Team Leads or Operations manager when support needs arise that are out of scope.
We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to
Human Resources Request Form. The EEOC "Know Your Rights" Poster is available
here.
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Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.