Technology Support Specialist (Help Desk L1)

Location: Remote

Department: Technology

SUMMARY

As an IT Support Specialist at gorjana, you will be our teams first line of defense, troubleshooting technical issues, managing tickets, and ensuring smooth operations. This role will have a primary focus on our Retail Store and Warehouse Teams and will play a vital role in keeping our stores and warehouse running efficiently. Excellent customer service, responsiveness, critical thinking, and problem solving are critical in this role. 

RESPONSIBILITIES 

• Ticket Management:
• Receive and screen unassigned tickets in the ticketing system.
• Assign tickets to the appropriate tier based on complexity (Tier II, Tier III).
• Manage Retail Tech Support spaces in Google Chat. Responsible for response time of < 25 minutes during business hours. 
• Resolve Tier I IT tickets using internal knowledge base and SOPs. Responsible for Tier I resolution within 24 hours.
• Technical Support:
• Troubleshoot and resolve issues related to and not limited to Shopify, Shopify POS, gOS app, Zebra printers, laser printers, receipt printers, card readers, socket scanners, music players, Retailnext, TV loops, iPadOS, macOS and iOS.
• Reset passwords for various applications.
• Manage internet connectivity and troubleshoot layer I internet outages.
• Account Management:
• Onboard and offboard retail staff accounts for various systems, including Endear, Amazon, Onelogin, FedEx, Expensify, Packaging, gOS App, Greenhouse, Gsuite, Gsuite Signature, Office365, Retail Next, ShipHawk, Shopify Admin, Worksmith, Shopify PIN, Alarm Code, Welcome Gift Card, Distro Group, Google Drive, and Google Takeout.
• Remove applications from inactive employee accounts.
• Other Duties:
• Monitor internet outages, contact partners to work with ISPs, and collaborate with store managers to ensure proper backup plans and support.
• Monitor security and cameras systems outage.
• Resend gift cards purchased via Rise.ai or POS.
• Extend marketing gift cards via Shopify admin.
• Pull alarm footage upon request from the Ops team.
• Conduct weekly employee access audits to ensure no inactive employees have access to SaaS applications and alarms.
• Monitor ticket trends, report on ticket resolution, and build self-solving resolutions and training to help reduce frequent issues.
• Participate in special projects as assigned.

COMPETENCIES

• Adaptable and Manage Change 
• Organized and Time Management 
• Motivated and Results Driven
• Coachable and Receive Feedback 
• Values and Culture Fit
• Passionate about our brand

REQUIREMENTS

• Minimum 1 year of experience in technical support or a related field.
• Strong understanding of retail operations and technology.
• Excellent troubleshooting and problem-solving skills.
• Ability to work independently and as part of a team.
• Excellent communication and interpersonal skills. 
• Proficient in Google Workspace
• Proficient in Microsoft Office Suite.
• Experience with Shopify, Mobile device management, point-of-sale systems is a plus.