Frontline IT Support Analyst for Retailers

CO-OP; United States; Remote; USD 34,000 - 52,000; Full time

Benefits offered by this job

Annual bonus

28 days holiday

Pension contributions

Product discount on Co-op products

Salary stream access

Virtual healthcare

24/7 colleague support

Training and career progression

Cycle-to-work

Job summary

Co-op is seeking a First Line IT Support Analyst to join our Wholesale team in the United States. You’ll be the first point of contact for Nisa retailers seeking help with our EPOS solution and ordering website, providing friendly, knowledgeable support over phone and email.

No prior IT support experience is required as training will be provided. You’ll diagnose issues, deliver first-line fixes, and escalate complex problems while delivering excellent customer service and keeping retailers

Qualifications

• Experience delivering excellent customer service.
• Strong communication and relationship-building skills.
• A general interest in technology and IT systems.
• A logical and methodical approach to problem-solving.
• The ability to stay organised and manage multiple priorities.

Responsibilities

• Respond to incoming calls and emails from retailers.
• Investigate and troubleshoot technical issues to identify root causes.
• Apply first line fixes and follow established support processes.
• Escalate unresolved issues to specialist IT colleagues when needed.
• Accurately record and maintain all incident details within the service desk system.
• Communicate updates clearly with customers and colleagues.
• Build your knowledge of the systems and applications used across the business.

Job description

Co-op is seeking a First Line IT Support Analyst to join our Wholesale team in the United States. You’ll be the first point of contact for Nisa retailers seeking help with our EPOS solution and ordering website, providing friendly, knowledgeable support over phone and email.

No prior IT support experience is required as training will be provided. You’ll diagnose issues, deliver first-line fixes, and escalate complex problems while delivering excellent customer service and keeping retailers