Retail Support Specialist - Commerce, CA

Overview

The Retail Support Specialist is a key member of the Tier 2 Retail IT team, responsible for providing day-to-day technical support to retail stores and supporting New Store Opening (NSO) activities. This role focuses on timely issue resolution, high-quality customer service, and consistent execution of established IT processes.

Responsibilities

• Provide Tier 2 technical support for retail stores and NSO activities, including troubleshooting hardware, software, network, and POS issues.
• Own and manage assigned tickets through resolution, ensuring timely updates, proper documentation, and customer communication.
• Follow established troubleshooting processes, runbooks, and escalation paths when handling incidents and service requests.
• Identify and escalate complex, sensitive, or high-impact issues to the Senior RSD or appropriate technical teams.
• Coordinate with vendors and internal IT teams to resolve issues requiring external support or cross-team collaboration.
• Support hardware and software deployments, replacements, and refresh activities as assigned.
• Participate in onboarding and training activities to build technical and process knowledge.
• Contribute to knowledge base articles, documentation updates, and continuous improvement efforts.
• Maintain a high standard of professionalism, responsiveness, and customer service in all interactions with store teams and partners.