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Retail Technical Support Manager

2 months ago

New York, New York, United States Reformation Full time
Retail Technical Support Manager

We are seeking a highly skilled and customer-focused Retail Technical Support Manager to join our team at Reformation NY. As a key member of our Staff Technology department, you will be responsible for providing exceptional technical support to our internal customers, as well as helping to manage the daily workload of requests.

Key Responsibilities:
  • Provide technical support to Reformation employees for all their tech-related issues.
  • Develop and maintain technical documentation to ensure clear and informative processes.
  • Collaborate with cross-functional teams to identify opportunities for process improvements.
  • Troubleshoot technical issues within the retail store environment, including hardware and connectivity issues.
  • Prepare new stores with hardware and networking, validating cable and server installations.
  • Participate in the development of templates and playbooks for new store openings.
  • Contribute to the development of a knowledge base for troubleshooting retail store issues.
  • Participate in coverage of the helpdesk.
  • Travel to stores as needed to troubleshoot or set up technical issues.
Requirements:
  • Minimum 5+ years of experience in a related field.
  • Experience supporting employees in a Mac/Windows environment.
  • Ability to explain technical issues to a non-technical audience.
  • Experience with an LDAP system, working with user and group rights on shared files.
  • Strong time management skills.
  • Understanding of networking.
  • Experience providing excellent customer service, working with employees and vendors in a service/support capacity.
Benefits:
  • Health, vision, and dental insurance for eligible employees.
  • Paid vacation, sick, holidays, and volunteer time-off for eligible employees.
  • 401K with company match.
  • Mission-based company and casual, entrepreneurial work environment.
  • Clothing discount.