Retail Analyst Level I

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.

• 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.

• English-Spanish proficiency (oral and written) at 85% or higher (B2+ level or above).

• 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.

• 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)

• High school diploma required.

• 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.

• Knowledge of Cisco CCNA modules.
• Nice to have Technical Proficiencies:
  • Cisco CCNA Modules.