Technical Support Specialist
1 week ago
Job Title: Technical Support Specialist
Department: Support
Reports to: Director of Operations
Direct Reports: None
About Management One:
Management One is the leading provider of merchandise planning, business insights, and education to thousands of independent retailers worldwide. The company excels in collecting, processing, and analyzing retail data to build reliable growth and profitability plans for its customers, delivered through a global network of expert retail consultants. Management One aims to create financial security for clients, affiliates, and its staff. Learn more at www.management-one.com
Job Summary:
The Technical Support Specialist is responsible for providing service and support for Management One’s Retail Experts and retail clients using the Retail Orbit® software. Key responsibilities include responding to customer service requests, troubleshooting technical issues, and offering end-user training. The Technical Support Specialist will play a key role in assisting users of this platform, which is integral for merchandise planning and business insights.
Primary Responsibilities:
- Provide direct client support for all end users of Retail Orbit®.
- Triage, investigate, and resolve support tickets in a timely manner.
- Manage changes to client data within Retail Orbit®, including data uploads, class/category changes, and custom reports.
- Collaborate with the Development team on bugs, tickets, and special projects (e.g., data integrations).
- Install and troubleshoot Orbit Shuttle for new and existing clients.
- Offer training and support related to Retail Orbit® and associated products.
- Use tools such as Zendesk, Slack, HubSpot, and others as necessary.
- Write end-user training content for the Knowledge Base.
- Record and communicate customer feedback regarding product/user experiences.
- Participate in periodic weekend coverage of the support desk.
- Travel as needed for company events and meetings.
- Uphold Management One™ core values: Courage, Collaboration, Adaptability, Generous Heart, Commitment, Curiosity.
Metrics for Success:
- Maintain a CSAT score of 95% or above.
- Respond to support tickets within one hour during regular business hours.
- Complete all tasks in a timely and reasonable manner.
Job Requirements
- Two years of experience in a support role with complex products.
- Strong knowledge of computer systems, hardware, software, and databases.
- Advanced skills in Google Sheets/Excel; familiarity with SQL is a plus.
- Willingness to learn new technologies.
- Bachelor’s degree preferred.
Key Success Attributes
- Familiarity with POS integration with Retail Orbit®.
- Excellent listening and questioning skills.
- Strong organizational skills with effective follow-up.
- A critical thinker who approaches challenges with creativity and humility.
Work Environment and Benefits
- Dynamic, Collaborative Environment: Engage in a supportive virtual work atmosphere.
- Flexible Vacation Policy: Unlimited vacation; no quotas for sick days. Time off is based on responsibility fulfillment.
- Medical Insurance: Eligibility starts 60 days from the hire date.
- Pension and Profit Sharing: Available after one year based on open enrollment.
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