Technical Support Analyst

Hybrid-remote Technical Support Analyst position with Gearfire / RTG in Scottsdale, AZ, paying USD 18-20 per hour, delivering technical support to firearms retailers while coordinating issue documentation, case management, training, and cross-department collaboration.

Responsibilities

• Document complete problem descriptions and resolutions in the CRM, and contribute applicable technical articles to the centralized knowledge base
• Manage and resolve multiple customer cases in a fast paced environment while upholding high levels of customer satisfaction
• Proactively address retailer issues and identify opportunities to streamline user workflows
• Escalate complex problems in a timely manner to appropriate teams
• Participate in, and eventually deliver, peer to peer training on relevant products and how they integrate into broader networks and complex solutions
• Collaborate with other department members to share pertinent information as needed
• Install and support newly developed retailer database programs and provide training to retailers as required

Requirements

• Strong ability to handle difficult customer situations with a friendly, professional demeanor in a fast paced setting
• Understanding of basic financial principles
• Ability to work independently while contributing to a team environment
• Capability to perform remote work to resolve customer related issues
• Excellent written and verbal communication skills
• A.A.S in Computer Programming or Networking preferred
• 1-3 years of technical experience preferred, especially supporting commercial software
• 1-3 years of prior help desk experience preferred
• Retail industry experience desirable
• Knowledge of PCs, LANs and peripherals
• High school diploma or equivalent

Technologies

• CRM
• SQL Server
• Windows
• Retail Management System Solutions

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance