Retail IT Specialist (Local Candidates Only)

Associated Grocers of New England•Pembroke, NH

About The Position

SUMMARY/PURPOSE: To provide and facilitate technical customer support for retail-related technologies. This is done directly and in collaboration with third-party service providers, both remotely and at customer sites. While this role is typically scheduled Monday through Friday, 8:00 AM to 5:00 PM, we welcome conversations with candidates interested in alternative schedules (such as Sunday through Thursday or earlier start times). Schedule options are considered based on team coverage and candidate preferences and are established during the hiring process as a consistent, set schedule. POSITION RESPONSIBILITIES/ACCOUNTABILITIES: Provide customer support in the form of end-user training, best practice advice, responding to customer requests, and resolving customer issues on the phone, via email, via remote access tools, or on-site. Follow developed procedures for tracking and ticketing of support requests, implementations, and projects. Maintain accurate equipment inventory and tracking mechanisms for all AG-owned equipment. Manage user credentials for all customer users for web portals and apps including, but not limited to ordering portal, ordering app, customer portal, presell portal, and trade show platform. Implement, train, and support technology-related customer programs such as handheld barcode scanners for customer ordering, usage of AG portals and mobile apps, eCommerce applications, loyalty programs, and the Trade Show platform. Provide assistance with internal and external tasks and projects requiring a strong technology background such as advanced Excel reporting, installation and configuraiton of software, staging and support of hardware, and deployment of technology solutions. Provide direct customer technical helpdesk support on behalf of vendors such as point of sale vendors, including meeting all contractual service level and on-call commitments of those vendors. Acquire and maintain knowledge of all AGNE technology services as well as a level of comfort with discussing these services with customers. Assist accounts in onboarding, implementing, and supporting internal programs such as host support, DSD support, and shelf labels as well as third-party programs such as credit card processing, point of sale and back office, gift cards, ATM machines, and cash management solutions. Periodically assist in the preparation and delivery of sales materials, exhibits, and promotional programs. Identify, diagnose, and respond to specific customer needs in order to enhance customer service and satisfaction. Interact with internal departments to resolve customer problems. Periodic on-call availability outside of normal business hours to include weekends and/or holidays as needed Stay abreast of market developments, particularly as they relate to retail IT. Performs other duties as assigned by manager/supervisor or as required.

Requirements

Associates degree or higher, preferably in business, management or IT.
0 to 3 years’ work experience in customer service, sales, retail grocery, and/or IT.
Strong interpersonal skills with the ability to work effectively with a diverse constituency.
Ability to explain complex technologies to those with little or no technology background.
Ability to communicate effectively, both orally and in writing.
Ability to persuade and influence others.
Ability to gather data, compile information, and prepare reports.
Working knowledge of Microsoft applications, Windows operating system, commonly used browsers, and peripheral hardware such as barcode scanners or point of sale equipment.
Comfortable troubleshooting hand held devices and PC related software problems.
Possession of a valid driver’s license is a requirement for this position.

Responsibilities

Provide customer support in the form of end-user training, best practice advice, responding to customer requests, and resolving customer issues on the phone, via email, via remote access tools, or on-site.
Follow developed procedures for tracking and ticketing of support requests, implementations, and projects.
Maintain accurate equipment inventory and tracking mechanisms for all AG-owned equipment.
Manage user credentials for all customer users for web portals and apps including, but not limited to ordering portal, ordering app, customer portal, presell portal, and trade show platform.
Implement, train, and support technology-related customer programs such as handheld barcode scanners for customer ordering, usage of AG portals and mobile apps, eCommerce applications, loyalty programs, and the Trade Show platform.
Provide assistance with internal and external tasks and projects requiring a strong technology background such as advanced Excel reporting, installation and configuraiton of software, staging and support of hardware, and deployment of technology solutions.
Provide direct customer technical helpdesk support on behalf of vendors such as point of sale vendors, including meeting all contractual service level and on-call commitments of those vendors.
Acquire and maintain knowledge of all AGNE technology services as well as a level of comfort with discussing these services with customers.
Assist accounts in onboarding, implementing, and supporting internal programs such as host support, DSD support, and shelf labels as well as third-party programs such as credit card processing, point of sale and back office, gift cards, ATM machines, and cash management solutions.
Periodically assist in the preparation and delivery of sales materials, exhibits, and promotional programs.
Identify, diagnose, and respond to specific customer needs in order to enhance customer service and satisfaction.
Interact with internal departments to resolve customer problems.
Periodic on-call availability outside of normal business hours to include weekends and/or holidays as needed
Stay abreast of market developments, particularly as they relate to retail IT.
Performs other duties as assigned by manager/supervisor or as required.