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.
Seniority level
Entry level
Employment type
Full-time
Job function
Information Technology
Industries
Wholesale
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