M1 Retail Systems Support Specialist

Job Description/Profile:

Responsibilities

• •       Offers direct client support for all end users.

  •       Triage, investigate and resolve support tickets.

  •       Timely response and completion of support tasks.

  •       Manage changes to client data within Retail ORBIT®, e.g., data uploads, class changes, category changes, custom reports, report updates, etc.

  •       Communicate and collaborate with the Development team as necessary on bugs, tickets and special projects, e.g., data integration issues.

  •       Responsible for Orbit Shuttle installation and trouble- shooting for new and existing clients.

  •       Provide support for custom data integrations.

  •       Understands all elements of Retail ORBIT® and related products and offers training and support to end users as required.

  •       Understands and is able to assist customers with the modules and features of their POS systems that are relevant to their working with
  Management One.

  •       Utilization of Zendesk, Retail ORBIT®, Orbit Shuttle, Slack, Hubspot, and any future technologies used by
  Management One™ and Retail ORBIT®.

  •       Writing end-user training content for Knowledge Base

  •       Record and communicate feedback from customers regarding product/user experience.

  •       Follows inter-department communication protocols, including both internal and public.

  •       Periodic weekend coverage of the support desk per schedule determined by the Director of Operations.

  •       Travel as needed for company events and meetings.

  •       Embraces all Management One™ core values

  •       Courage

  •       Collaboration

  •       Adaptability

  •       Generous Heart

  •       Commitment

  •       Curiosity

   

Metrics

•       CSAT score 95% or above

•       Accept & initiate response to support tickets in line with internal targets of one-hour maximum time until response during regular business
hours.

•       Complete all tasks on a timely and reasonable basis.

Requirements

At least two years of work experience in a Support role dealing with complex products. A strong working knowledge of computer systems, hardware, software, and databases. Advanced Google Sheets / Excel skills. Ability to write and interpret SQL queries a strong plus. An openness to learning new technologies. Bachelor’s degree preferred.

Other Key Success Attributes:

Has familiarity with POS companies that integrate with Retail Orbit®. Shopify and/or CommentSold platform knowledge would be a strong plus. Excellent listening and questioning skills. Is able to interact confidently with clients to establish the problem and explain the solution. Organized with strong follow-up and follow-through skills; is a learner, a critical thinker, creative, humble, transparent, entrepreneurial, and has a glass-is-half-full attitude. 

Work Environment and Benefits: 

•       Dynamic, interactive and collaborative virtual work environment.

•       Flexible and unlimited vacation policy: We do not have quotas for sick days or paid vacation. The time you take off is based on your fulfillment
of your responsibilities and duties. We treat each other as adults and respect each other’s ability to make good decisions. We do expect you to
keep your company Google Calendar up to date, as a courtesy to others when scheduling meetings and time off. Advance notification is also
appreciated when taking vacation.

•       Medical on eligibility. 60 days from hire date.

• Pension and profit sharing after 1 year based on open enrollment.

Management One Mission Statement

To provide financial security for our people, our affiliated retail experts, and our clients

Niche

Merchandise intelligence and education for independent retailers

Core Values

All Management One team members and Retail Experts must embrace and be held accountable to the Management One core values:

1. Generous Heart

2. Courage

3. Curiosity

4. Commitment

5. Adaptability

6. Collaboration

About Management One

Management One is the leading provider of merchandise planning, business insights, and education to thousands of independent retailers around the world. The company leverages its ability to collect, process, and analyze retail data to build reliable growth and profitability plans for its customers. These plans are delivered through an unequaled global network of expert retail consultants. As a result, Management One helps create financial security for our clients, our affiliates, and our people.

Ready to start the next chapter of your career?

Please email us an intro.