Job Description

The POS Support Analyst position provides IT support of our in-store POS systems for all GNC store locations via phone and remote connection. The overall responsibilities are to provide tracking and resolution/escalation of trouble tickets for POS systems in our corporate, franchise and Canadian locations. This position will also conduct tests, provide quality assurance, and monitor installations of POS software updates. This is a dynamic environment which offers exposure to many technologies.

• The analyst will provide a point of contact for all technology related in our store environment. Assume primary responsibility for installation and support of POS technology and applications.

• Evaluate routine problem situations and determine which operations or escalation procedures are required by following checklist procedures.

• Resolve complex store phone calls and questions with regards to POS register software and applications

• Gather and document detailed problem information and troubleshooting steps in the SSO Service Desk software.

• Continue to follow up with the customer providing updates as needed. If applicable, follow up with internal GNC personnel or external vendor ticketing systems or contacts and provide the customer with necessary updates.

• Recreate scenarios and provide root cause analysis on reported problems

• Conducts independent testing of new software; develop/recommends any required changes.

• Gain a working knowledge of all store equipment, store operational procedures, store hardware and software.

• Analyzes and evaluate the condition of store software, hardware and store databases

• Provide professional, courteous, prompt, and accurate support and solutions to users.

• Must have good communications skills and the ability to understand and translate technical information to/from non-technical users.

• Identify end user training opportunities based on user issues reported.

• Provide feedback to management on ways to increase first call resolution and customer satisfaction.

• Other duties as assigned.

Qualifications

• Bachelor’s Degree in IT/MIS or related field
• 1+ years working with POS software
• 1+ years of customer service experience in a retail or call center environment, or equivalent of combined education and experience
• Knowledgeable in SQL and command prompt
• Knowledgeable in transferring files using remote desktop and manage engine
• Basic knowledge of networking, TCP/IP fundamentals, and wireless
• Must be able to work independently and in a team environment.
• Has the desire and aptitude to investigate and learn about new technology and troubleshooting processes.
• Has solid problem solving, judgment and decision making skills.
• Requires taking initiative and having sound judgment.
• Excellent communication skills (verbal and written) required interacting with customers, providing support and solving problems.
• Time management skills along with organizational skills are required to manage many tasks at the same time.
• Detail oriented in order to log detailed issues and write resolution scripts
• Interpersonal skills required to deal politely, courteously, patiently and confidently with all personality types
• Ability to follow documented procedures with minimal supervision
• Ability to work varied schedules including holidays, evenings weekends and overnight on call
• Must have typing skills to efficiently log all reported problems
• Prior telephone/teleconference experience preferred
• Must be proficient in MS Word, MS Excel, MS Access, MS Outlook and Internet Explorer
• Ability to sit for long periods of time

Additional Information

All your information will be kept confidential according to EEO guidelines.

GNC Holdings LLC is an Equal Opportunity Employer