Retail Analyst Level I

Location CO-Barranquilla
Posted Date 10 hours ago(7/4/2025 10:41 AM)
Job ID
2025-3993
# Positions
3
Category
ITO

Job Summary

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.

Responsibilities

  • Incident/Request/Problem/Knowledge Management.
  • Perform Incident and Request Queue Management for Auxis clients and assign the tickets as appropriate.
  • Provide first-level contact, convey resolutions to customer issues and follow up.
  • Properly escalate unresolved queries to the next level of support.
  • Utilize excellent customer service skills and exceed customers’ expectations.
  • Ensure proper recording, documentation and closure.
  • Recommended procedure modifications or improvements.
  • Acquiring and maintaining knowledge of relevant product offerings, current support policies, and methods of support delivery, to provide technically accurate solutions to users.
  • Other related tasks and responsibilities as directed by the Auxis Service Support Team Lead or his designate(s).
  • Additional responsibilities include:
  • Comply and adhere to Auxis operational processes and security policies.
  • Use of Auxis Service management tools for Incident, Problem, Change and Configuration management.
  • Use of Auxis monitoring and management tools for the devices and infrastructure applications.
  • Attend all operational and project (ad-hoc) related scheduled meetings as required.

Skills and Experience

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.

  • Nice to have Technical Proficiencies:
    • Cisco CCNA Modules.

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