Retail Technical Support Supervisor

Do It Best Corp. • Fort Wayne, IN

402d

About The Position

The Retail Technical Support Supervisor plays a crucial role in leading a team that provides point of sale (POS) technology support to members' stores. This position involves managing a team of eight support professionals, ensuring they meet service level agreements (SLAs) and performance goals, while also handling escalations and collaborating with vendors and internal stakeholders to resolve complex issues. A strong understanding of data structures related to sales and orders, as well as their integration with POS systems, is essential for success in this role.

Requirements

• Bachelor's Degree (preferred) or equivalent combination of education and related experience
• 2+ years technical support experience preferred
• Knowledge of help desk ticketing software (Zendesk) is a plus
• Knowledge of retail hardware point of sale systems (specifically Epicor) is a plus
• Strong communication skills both written and verbal
• Patient and calm demeanor
• Organized and detailed
• Ability to independently problem solve
• Ability to understand databases and analyze data from queries
• Can 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

Responsibilities

• Lead the team in analyzing and resolving member inquiries related to POS systems
• Monitor team performance and report on metrics to ensure department goals are met
• Provide leadership and direction to the team for daily responsibilities
• Oversee the escalation process, including tracking, logging, and ensuring timely follow-up on calls
• Maintain and expand department documentation to improve service and knowledge retention
• Responsible for Point of Sale Support team performance management
• Train team members and troubleshoot issues related to EDI communications with members and POS vendors
• Cultivate a foundational understanding of each member-compliant POS system
• Resolve transmission issues associated with member data in POS systems
• Develop general training materials and procedural documentation for members
• Provide member education at markets, member training programs, and through learning management system
• Extract, review, and offer data-driven recommendations for improving POS data
• Special Projects assigned by the Store Operations & Conversions Manager

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Merchant Wholesalers, Durable Goods
• Education Level: Bachelor's degree