Corporate - Standard Template

ALO; Commerce (CA); On-site; USD 44,000 - 50,000; Full time

Benefits offered by this job

Performance bonuses

Long term incentives

PTO policy

Progressive benefits

Job summary

ALO is seeking a Retail Support Specialist to join our Tier 2 Retail IT team in a hands-on role supporting store technology and NSO initiatives. You will troubleshoot hardware, software, network, and POS issues, own tickets to resolution, and follow defined processes with cross-team collaboration.

The role emphasizes prompt communication, thorough documentation, and ongoing learning to keep our retail tech running reliably.

Qualifications

• Strong troubleshooting and problem-solving skills.
• Clear, professional, customer-focused communication.
• Ability to follow defined processes while adapting to needs.
• Accountability for ticket ownership and follow-through.
• Team-oriented and collaborative mindset.
• Willingness to learn and grow technically.
• Attention to detail in documentation and execution.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Provide Tier 2 technical support for retail stores and NSO activities, including troubleshooting hardware, software, network, and POS issues.
• Own and manage assigned tickets through resolution, ensuring timely updates and proper documentation.
• Follow established troubleshooting processes and escalation paths.
• Identify and escalate complex or high-impact issues to senior staff.
• Coordinate with vendors and internal teams to resolve issues.
• Support hardware and software deployments and refresh activities.
• Participate in onboarding and training to build knowledge.
• Contribute to knowledge base articles and process improvements.
• Maintain professionalism and high customer service standards with store teams.

Skills

Troubleshooting

Customer service

Process adherence

Ticket ownership

Team collaboration

Willingness to learn

Documentation

Multitasking

Tools

POS systems

Job description

WHY JOIN ALO?

Mindful movement. It’s at the core of why we do what we do at ALO—it’s our calling. Because mindful movement in the studio leads to better living. It changes who yogis are off the mat, making their lives and their communities better. That’s the real meaning of studio-to-street: taking the consciousness from practice on the mat and putting it into practice in life.

OVERVIEW

The Retail Support Specialist is a key member of the Tier 2 Retail IT team, responsible for providing day-to-day technical support to retail stores and supporting New Store Opening (NSO) activities. This role focuses ontimelyissue resolution, high-quality customer service, and consistent execution of established IT processes.

The Retail Support Specialist works closely with peers, the Senior RSD, and the RSD Manager to resolve incidents, fulfill requests, and ensure retail technologyoperatesreliably and efficiently.

RESPONSIBILITIES

• Provide Tier 2 technical support for retail stores and NSO activities, including troubleshooting hardware, software, network, and POS issues.
• Own and manage assigned tickets through resolution, ensuringtimelyupdates, proper documentation, and customer communication.
• Follow established troubleshooting processes, runbooks, and escalation paths when handling incidents and service requests.
• Identifyand escalation complex, sensitive, or high-impact issues to the Senior RSD orappropriate technicalteams.
• Coordinate with vendors and internal IT teams to resolve issues requiring external support or cross-team collaboration.
• Support hardware and software deployments, replacements, and refresh activities as assigned.
• Participate in onboarding and training activities to build technical and process knowledge.
• Contribute to knowledge base articles, documentation updates, and continuous improvement efforts.
• Maintain a high standard of professionalism, responsiveness, and customer service in all interactions with store teams and partners.

QUALIFICATIONS

• • Strong troubleshooting and problem-solving skills

  • Clear, professional, and customer-focused communication

  • Ability to follow defined processes while adapting to situational needs

  • Accountability for ticket ownership and follow-through

  • Team-oriented and collaborative mindset

  • Willingness to learn and grow technically and operationally

  • Attention to detail in documentation and execution

  • Ability to manage multiple priorities in a fast-paced environment

The base salary range for this position is $32-$36/hr which represents the current range for the base salary for this exempt position. Please note that actual salaries will vary based on factors including but not limited to location, experience, and performance. As such, on occasion and when applicable, there is the possibility that the final, agreed-upon base salary may be outside of the upper end of the range. Please also note the range listed is just one component of the company’s total rewards package for exempt employees. Other rewards may include performance bonuses, long term incentives, a PTO policy, and many other progressive benefits.

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