Senior Specialist Store Technical Support, Radar

• 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

Desirable

• We are seeking a dedicated Senior Specialist Store Technical Support with a strong background in Helpdesk and Customer Support to join our dynamic team.
• The ideal candidate will combine solid technical expertise with excellent communication skills to effectively engage both technical and non-technical stakeholders
• In this role, you will partner closely with IT Engineering, Customer Operations, and other cross-functional teams to identify root causes of issues affecting store deployments and overall customer experience
• You’ll thrive in a collaborative environment, drive projects to resolution, and champion process improvements that enhance RADAR’s operational efficiency and
• 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

• Use of artificial intelligence or a LLM such as ChatGPT during the interview process will be grounds for rejection of your application process