Technical Analyst providing technical/customer support in a hybrid environment. Handling multi - tasking responsibilities while ensuring timely service delivery in a global organization.
About the role
- Join RADAR as a Senior Specialist Store Technical Support, providing bilingual support in a retail technology environment while enhancing operational efficiency.
Responsibilities
- Serve as a primary point of contact for store-related technical support, assisting both external customers and internal stakeholders.
- Partner with IT Engineering and cross-functional teams to troubleshoot, diagnose, and resolve issues impacting customer store deployments.
- Develop and maintain SQL queries and automation scripts to streamline processes, improve team productivity, and SLA adherence
- Manage and track support requests using service desk management tools, ensuring timely resolution and accurate documentation.
- Utilize Field Service Management tools to coordinate field dispatches and maintenance activities, minimizing customer impact.
- Collaborate with vendors and hardware partners to coordinate and streamline maintenance dispatches and technical store visits.
- Identify trends and recurring issues through data analysis to develop proactive solutions and process improvements.
- Write and maintain reports and procedural documentation.
- Drive root cause analysis and ensure effective issue escalation and follow-up.
- Maintain strong communication with customers, providing clear explanations of technical issues in accessible, non-technical terms.
- Contribute to a culture of continuous improvement within Customer Operations and Store Support processes.
Requirements
- You have professional proficiency in both English and French (written and spoken)
- You have 3+ years of experience in Helpdesk, Technical Support, or Customer Support roles.
- You have proven ability to explain technical concepts to non-technical audiences clearly and effectively.
- You are proficient SQL knowledge with the ability to analyze data and develop scripts that automate processes and drive team productivity.
- You have strong problem-solving, analytical, and organizational skills with a high attention to detail.
- You have experience using service desk management software to monitor KPIs and track customer issues.
- You have hands-on experience with Field Service Management tools to coordinate dispatches and maintenance operations.
- You have familiarity with ITIL frameworks, focusing on IT Service Management (ITSM) best practices.
- You have demonstrated ability to evaluate, escalate, and drive issues to timely resolution.
- You have previous experience supporting retail customers or store environments.
- You have the ability to manage multiple priorities in a fast-paced environment while maintaining composure under pressure.
- You have excellent written and verbal communication skills.
- You have the ability to work independently and collaboratively across teams.
- You have Intermediate knowledge of:
- Linux, Networking
- Terminal. CMD
- SSH and Telnet
- You have strong customer-centric mindset and ability to foster positive relationships with partners and hardware teams.
- You have flexibility to work additional hours as required to provide issue resolution.
- You have the ability to participate in an on-call rotation schedule
Benefits
- equity
- comprehensive medical and dental coverage
- life and disability benefits
- 401k plan
- flexible time off
- paid parental leave
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