Corporate - Standard Template

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

Job summary

ALO is seeking a Retail Support Specialist in Los Angeles to provide Tier 2 IT support for retail stores and New Store Openings (NSO). You will diagnose hardware, software, network, and POS issues, manage tickets through resolution, and document steps for knowledge sharing.

You will work with the Senior RSD and IT team to keep retail systems reliable and efficiently operated, while delivering strong customer service to store teams and partners.

Qualifications

• Strong troubleshooting and problem-solving skills.
• Clear, professional, 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.

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, proper documentation, and customer communication.
• Follow established troubleshooting processes, runbooks, and escalation paths when handling incidents and service requests.
• Identify and escalate complex, sensitive, or high-impact issues to the Senior RSD or appropriate technical teams.
• 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.

Skills

Troubleshooting

Customer service

Ticket ownership

Documentation

Communication

Team collaboration

Multitasking

Job description

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 escape 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.

For CA residents, Job Applicant Privacy PolicyHERE.

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 escape 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.

For CA residents, Job Applicant Privacy PolicyHERE.