About this role
Role Overview
- Review and triage incoming support requests in the Retail and Corporate Helpdesk queue; resolve or escalate to engineers as needed.
- Welcome new hires by setting up accounts, provisioning hardware/software, and ensuring a seamless first-day experience.
- Partner with Retail Stores during internet outages, coordinating with Internet Service Providers to ensure quick recovery.
- Manage hardware logistics, including ordering, shipping, returns, and tracking for the Nashville location.
- Create and update documentation to support a single source of truth for processes and solutions.
- Support new Retail Store openings by ensuring timely delivery of hardware and coordinating onsite technician visits.
- Contribute to business continuity by dispatching field technicians and procuring replacement hardware as needed.
- Analyze ticket trends and prepare weekly summaries to support discussions on reducing recurring issues.
Requirements
- 1+ year of experience in a customer service role or IT support role.
- Experience supporting retail environments.
- Familiarity with basic project coordination.
- Proficient with Google Docs and Google Sheets.