Retail Technical Support Specialist

Retail Technical Support Specialist

Location: Fort Wayne, IN

Level: Full-Time Hourly

• Non-Exempt

Division / Department: Ecommerce

• Retail Technical Support

Reporting to position: Store Operations Manager

Travel: Minimal travel may be required if needed for Do it Best Markets or point of sale vendor training opportunities

About the Role:

The Retail Technical Support Specialist is a key support contact for point of sale technology in our members' stores. In this role, you'll respond to questions from members, point of sale vendors, and internal staff relating to Do it Best members' point of sale systems; work with point of sale vendors on development and Do it Best initiatives; and train members implementing a new point of sale system into their store.

If you have any experience working in any of the following positions, we strongly encourage you to apply: Software Trainer, Help Desk Technician, Tech Support, Administrative Assistant.

Responsibilities Include:

• Analyze and help solve member questions with their point of sale systems

• Escalation of member point of sale issues including tracking and logging of calls

• Maintain and add to documentation relating to the Retail Technical Support department

• Understand, communicate, train, and troubleshoot EDI communications with our members and/or point of sale vendors

• Cultivate a basic understanding of each of the complaint member point of sale systems

• Lead remote training sessions and setup for members implementing a preferred point of sale system

• Troubleshoot transmission issues with member data sent through a point of sale system

• Work with the Co-op Conversions team to help members migrate from another co-op to Do it Best. This will consist of analyzing and validating point of sale data changes.

• Create general training and procedures documentation for our members

Education and Experience:

• High School Degree

• Experience with personal computers

• Strong knowledge of Gmail, Google Doc, Google Sheets, and Microsoft Access

• Customer service experience

• Knowledge of help desk ticketing software (Zendesk) is a plus

• Technical support experience is a plus

Skills and Abilities:

• Strong communication skills both written and verbal

• Patient and calm demeanor

• Organized and detailed

• Ability to independently problem solve

• Ability to understand databases and run queries

• Ability to quickly 'change gears' to respond to changes in priorities

• Ability to juggle multiple issues and prioritize for urgency

• Ability to create and maintain written documentation

Benefits available to you:

• Full insurance benefits package including Medical, Dental, & Vision

• Paid time off to foster work/life balance

• Profit sharing

• Bonus Pay opportunities

• Retirement funding opportunities

• Education reimbursement

• Health club reimbursement

• Career advancement opportunities

Please note that for this role, relocation assistance is not available. Candidates should be willing and able to work in Fort Wayne, IN without the need for relocation support. We encourage local candidates or those already planning to move to the area to apply.

About Do it Best:

At Do it Best, we take pride in being the only U.S.-based and member-owned hardware & lumber/building material buying cooperative in the home improvement industry. We have made it our philosophy to serve over 3,800 member-owned locations across the United States and in over 50 countries by offering a full menu of exceptional merchandise and services to increase our member's market share and profitability. By reaching over $4 billion in annual sales, Do it Best is the second largest co-op in the industry. Our success stems from our mission to make the best better, and our goal to help our members grow and achieve their dreams.