Job DescriptionJob DescriptionTech Support Analyst IIType: Full-Time, In-OfficeIgnite Retail Technology is seeking a Tech Support Analyst 2 to join our technical support operations and assist in resolving complex IT challenges. This role is at the intermediate level in our support and implementation team, liaising with our clients and sharing ideas and best practices. This position is responsible for answering phone calls, emails, and support tickets from our customers and resolving simple to moderately complex issues to our customer's satisfaction, including but not limited to troubleshooting and managing multiple issues from open to close. To ensure success as a technical support analyst, you should have a deep knowledge of computer hardware and software systems, high-level interpersonal skills, and the ability to solve complex technical issues. A top-notch technical support analyst can quickly identify and solve technical issues on-site and via remote access.We desire to hire well-organized individuals to provide front-line IT support who are willing and expected to go the extra mile for all our customers. Your primary function will be to answer support tickets, assist with the client's technical issues over the phone, and connect to systems via remote login to solve system and software problems.Job Responsibilities:Customer-facing position managing customer inquiries through phone and email, requiring basic technical and product knowledge.Trouble-shoots and tests software components using proven techniques for analysis and workarounds.Coordinates client-submitted issues and works with team members to resolve them promptly.Responds and resolves through critical thought processes that directly correlate with the customer's requests and needs.Provides basic product training & documentation to customers.Ability to write, update, and monitor service tickets to ensure resolution.Ability to maintain or create documentation for daily processes and procedures as needed.Ability to maintain or create documentation for daily processes and procedures as needed.Ability to identify critical issues and escalate to on-call, team lead, or director for resolution.Able to meet expectations for attendance and punctuality.Ability to maintain or create documentation for daily processes and procedures as needed.Ability to identify critical issues and escalate to on-call, team lead, or director for resolution.Ability to work without supervision but often require Tech Support Lead's assistance.Proficiency in building Traffic Cops manually, pulling and reviewing log files, and writing comprehensive tickets.Assist with escalated Tier I level support tickets to resolution.Occasionally constructs SQL queries to verify and troubleshoot customer issues.Familiarity with various POS systems and can test transactions.Open trouble tickets with integrated vendors to assist in the resolution.Creates, maintains, and updates knowledge-based articles.Meets reasonable goals set by Tech Support Analyst III and Director of QA and Tech Support.Any additional responsibilities may be assigned as needed for the company.Preferred Experience, Qualifications, Skills & Education:3 or more years of customer support experience troubleshooting proprietary software.Excellent customer service and communication skillsStrong ability to work independently but frequently may need assistance from Level II or IIIKnowledge of API Automation and technical softwareAn Associate degree preferred or similar years of IT experiencePCI Compliance Training and CertificationExcellent customer service and communication skillsExperience with convenience retail software a plus.Intermediate Network experienceWorks effectively in a fast-paced environment.SQL Experience, MySQL preferredAbility to prioritize and handle multiple daily tasks.Self-motivated, positive attitude, and willing to helpFamiliarity with various POS and can test transactions.Beneficial Training/Certifications:CompTIA ITF+PCI Compliance Training and CertificationLinux AdministrationAdvanced Skills in NetworkingBeginning SQL CertificationsAdditional Requirements:Ability to work independently with minimal supervision.Self-motivated, positive attitude, and willing to helpStrong attendance and punctuality.Full-time, in-office role based in Twin Falls, ID.About Ignite Retail Technology:Imagine a rocket launch: the countdown hits zero, a shower of sparks ignites the boosters, releasing the enormous potential of the fuel in the boosters, and a spacecraft hurtles into space at over 25,000 miles per hour. At Ignite Retail Technology, we harness this same explosive power. We've developed the planet's most intelligent retail tech suite with a singular mission: to ignite your retail business's potential and launch retailers into the future at unprecedented velocities.Our ValuesAt Ignite Retail Technology, we are driven by an entrepreneurial spirit that fuels our mission to empower retail entrepreneurs with secure, intelligent tools. Our values are the foundation of our culture, guiding every decision we make and every action we take.Bias for Action: We value initiative and hustle. At Ignite, waiting is not an option; we act decisively, making well-informed decisions quickly. Our team members are go-getters who believe in turning ideas into action.Listen, Learn, and Innovate: Innovation is at the heart of Ignite. We are perpetual learners, always seeking to understand, improve, and innovate. We listen to our customers, learn from the best, and aren't afraid to challenge the status quo to create simpler, more efficient solutions.Above and Beyond Customer Service: Our customers' success is our success. We don’t just meet expectations; we exceed them. We anticipate needs, communicate proactively, and ensure every interaction leaves our customers confident and delighted.Stellar Quality: Excellence isn’t a goal—it’s our standard. We set the bar high, focusing on precision, detail, and continuous improvement. Quality is non-negotiable, and we take pride in delivering nothing short of the best.Total Trust: Trust is earned through consistency, transparency, and integrity. We do what we say and own the results, fostering a culture of accountability and openness. Our team is built on mutual respect, where everyone’s voice is heard and valued.Company DescriptionImagine a rocket launch: the countdown hits zero, a shower of sparks ignites the boosters, releasing the enormous potential of the fuel in the boosters, and a spacecraft hurtles into space at over 25,000 miles per hour. At Ignite Retail Technology, we harness this same explosive power. We've developed the planet's most intelligent retail tech suite with a singular mission: to ignite your retail business's potential and launch retailers into the future at unprecedented velocities.Company DescriptionImagine a rocket launch: the countdown hits zero, a shower of sparks ignites the boosters, releasing the enormous potential of the fuel in the boosters, and a spacecraft hurtles into space at over 25,000 miles per hour. At Ignite Retail Technology, we harness this same explosive power. We've developed the planet's most intelligent retail tech suite with a singular mission: to ignite your retail business's potential and launch retailers into the future at unprecedented velocities.
