Technical Support Specialist

Proteam Solutions is seeking a Technical Support Specialist to provide frontline store technology support for retail locations in Columbus, Ohio, with remote work options. The role centers on hardware, software, POS, networking, and mobile device support, delivering high-volume phone-based service to store teams and corporate partners.

Responsibilities

• Act as the primary support contact for retail store associates experiencing technology-related issues.
• Deliver courteous, high-quality customer service while handling a large volume of inbound calls.
• Apply probing and diagnostic questioning techniques to uncover root causes and determine appropriate solutions.
• Guide store personnel through first-level troubleshooting for hardware, software, network, and operational concerns.
• Resolve incidents when possible or escalate complex cases to Tier 2 technical support teams.
• Diagnose and troubleshoot POS systems, store hardware, software applications, telecommunications equipment, and network connectivity issues.
• Provide support for Apple iOS devices, handheld equipment, tablets, mobile devices, and related applications.
• Investigate system alerts, outages, updates, and service interruptions to deliver timely resolutions.
• Take appropriate action during emergency and business-critical situations to minimize disruptions.
• Document incidents, troubleshooting steps, resolutions, and escalations accurately within support systems.
• Maintain detailed records to support issue tracking, reporting, and future problem resolution.
• Identify recurring issues and communicate trends to technical analysts and leadership.
• Follow established support procedures while upholding service standards.
• Provide technical assistance to corporate associates via email and other communication channels.
• Continuously expand knowledge of store technology systems, hardware, software applications, and operational processes.
• Collaborate with Store Technology Services teams to improve support processes and customer experience.

Requirements

• Minimum of 3 years of experience in a Help Desk, Technical Support, Service Desk, or Customer Support environment.
• Exceptional verbal and written communication skills.
• Strong customer service and interpersonal skills with the ability to build rapport quickly over the phone.
• Experience troubleshooting hardware, software, networking, or POS-related issues.
• Basic understanding of computer hardware, networking concepts, and system configurations.
• Strong analytical and problem-solving skills.
• Ability to multitask and manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office applications and Windows operating systems.
• Education: High School Diploma, Trade School Certification, Associate Degree, or equivalent related experience.

Technologies

• POS systems (hardware and software)
• Apple iOS devices
• Microsoft Office
• Windows operating systems

Required Candidate Screening Criteria

• Typing test score of 50 WPM or higher must be included on the resume.