The Retail Analyst Level I is the first point of contact for the users who call our IT Service Desk. The Retail Analyst Level I answers incoming calls, tracks all information in a call tracking system, Troubleshoots basic End User issues on various software applications, hardware, POS systems and provide basic desktop support. The Retail Analyst Level I escalates unresolved problem/issues/requests to the proper Tier 2 and Tier 3 support teams.
Language Skills:
English-Spanish proficiency (oral and written) at 85% or higher (B2+ level or above).
Experience:
No prior experience required, but at least 1 year of experience in technical support is preferred.
Familiarity or training in IT best practices or frameworks such as ITIL (Information Technology Infrastructure Library) is a plus.
Work Schedule:
Candidates must be flexible to adjust their schedule according to account needs. Available shifts include:
1:00 PM – 10:00 PM (Thursdays and Saturdays off)
1:00 PM – 10:00 PM (Sundays and Wednesdays off)
10:00 AM – 7:00 PM (Wednesdays and Saturdays off)
Education:
High school diploma required.
Skills & Attributes:
Excellent communication skills and a proactive attitude.
Proven ability to deliver high levels of customer satisfaction and performance in fast-paced, high-volume environments is preferred.
Professional appearance and a polite, tactful, and friendly demeanor.
Nice to Have – Technical Skills:
Knowledge of Cisco CCNA modules.
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