Technical Support Specialist

Store Technology Support Specialist (Help Desk)

Remote Columbus, OH

We are seeking a customer-focused and technically savvy Store Technology Support Specialist to provide frontline support for retail store technology systems and operations. This is a highly phone-intensive role requiring exceptional communication, problem-solving, and customer service skills.

The ideal candidate thrives in a fast-paced support environment, enjoys helping others, and can confidently troubleshoot technical and operational issues while maintaining a positive customer experience.

This position serves as the first point of contact for store associates requiring assistance with hardware, software, point-of-sale (POS), networking, and procedural issues. Success in this role requires strong troubleshooting abilities, attention to detail, accurate documentation, and the ability to remain composed during both routine and urgent situations.

Key Responsibilities

Customer Support & Issue Resolution

• Serve as the primary support contact for retail store associates experiencing technology-related issues.
• Provide high-quality customer service while managing a high volume of inbound phone calls.
• Utilize effective probing and diagnostic questioning techniques to identify root causes and determine appropriate solutions.
• Guide store personnel through first-level troubleshooting procedures for hardware, software, network, and operational issues.
• Resolve incidents whenever possible or escalate complex issues to Tier 2 technical support teams.

Troubleshooting & Technical Support

• Diagnose and troubleshoot POS systems, store hardware, software applications, telecommunications equipment, and network connectivity issues.
• Support Apple iOS devices, handheld equipment, tablets, mobile devices, and related applications.
• Investigate system alerts, outages, updates, and service interruptions to provide timely resolutions.
• Take appropriate action during emergency and business-critical situations to minimize operational disruptions.

Documentation & Process Management

• Accurately document incidents, troubleshooting activities, resolutions, and escalations within support systems.
• Maintain detailed records that support issue tracking, reporting, and future problem resolution.
• Identify recurring issues and communicate trends to technical analysts and leadership teams.
• Follow established support procedures while ensuring compliance with service standards.

Corporate & Cross-Functional Support

• Provide technical support assistance to corporate associates through email and other communication channels.
• Continuously expand knowledge of store technology systems, hardware, software applications, and operational processes.
• Collaborate with Store Technology Services teams to improve support processes and customer experience.

Qualifications

Required

• Minimum of 3 years of experience in a Help Desk, Technical Support, Service Desk, or Customer Support environment.
• Exceptional verbal and written communication skills.
• Strong customer service and interpersonal skills with the ability to build rapport quickly over the phone.
• Experience troubleshooting hardware, software, networking, or POS-related issues.
• Basic understanding of computer hardware, networking concepts, and system configurations.
• Strong analytical and problem-solving skills.
• Ability to multitask and manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office applications and Windows operating systems.
• High School Diploma, Trade School Certification, Associate Degree, or equivalent related experience.

Preferred

• Experience supporting retail technology environments.
• Knowledge of Apple iOS devices and mobile technologies.
• Experience supporting Point-of-Sale (POS) hardware and software.
• Understanding of telecommunications equipment, wiring, and related services.
• Experience using remote access and remote troubleshooting tools.

Required Candidate Screening Criteria

All candidates must include a typing test score of 50 WPM or higher on their resume.

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Work Location: In person