Information Systems Support Specialist, Retail Technology

PFSbrands•Holts Summit, MO

About The Position

This position is ideal for someone with a solid technical foundation and hands-on experience supporting technology in a customer-facing environment, with the potential to grow into a leadership or team-lead role. They will be responsible for supporting all in-store technologies offered by PFSbrands and ensuring a prompt, professional response to retailer communications. Leveraging their practical technical skills and initiative, this individual will play a key role in helping the team adopt and integrate new technologies. Their primary focus will be making the purchase, setup, configuration, and operation of in-store technologies a smooth and positive experience for retailers. They should possess enough working knowledge of our technologies to serve as a dependable, one-stop resource for troubleshooting and issue resolution. When more advanced support is required, their strong organizational and follow-up skills will ensure that retailers feel confident and cared for throughout the process. This person must be highly organized, proactive, and capable of working independently—with the ability to guide others and contribute to team development as needed

Requirements

Technical Associates degree or equivalent
Possess a strong work-ethic, positive outlook, and natural leadership qualities
Able to work collaboratively across functional groups, always championing the customer
Excellent time management skills and strong sense of urgency, with STRONG ability to multitask, work autonomously and reprioritize quickly when directed
Skilled in using Microsoft Outlook, Word, Excel, PowerPoint, Teams
Comfortable working with computers, printers, and common consumer technologies
Resourceful, a collaborator, decisive and hold yourself accountable in all that you do
Calm and collected: When things get crazy, you are cool and under control
Intelligent: You are articulate, smart and can communicate clearly
Occasional travel to our customer’s locations across the U.S
After-Hours On Call Support – This will be on rotation with the entire team.

Responsibilities

Manage application configuration based on customer needs and ensure proper functionality
Respond to customer’s in-store technology concerns and become the “face” of PFSbrands through the interactions
Develop expert-level understanding of all technologies offered by PFSbrands
Provide remote Help Desk support for all technologies offered by PFSbrands
Train and retrain customers as necessary to ensure they are comfortable with the technologies
Educate retailers on how PFSbrands technologies and processes compliment their operations to drive profitability
Manage retailer communications with rapid follow-up. Act as a liaison with internal departments
Serve as subject matter expert in all App-related responsibilities (Champs, Hangar 54, BluTaco)
Manage and resolve help tickets that are submitted
Build relationships with retailers that produces a high confidence level in PFSbrands support
Perform all other duties as assigned