POS Support Analyst

Shoe Show Inc.; Paducah (KY); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401(k) with company match

LTD

STD

Employee Discounts

Paid-Time-Off

Sick Pay

Holidays

Job summary

SHOE SHOW, INC. is seeking an experienced POS Support Analyst to join our Concord-based corporate office. This role ensures smooth operation of POS systems across stores, providing technical support and excellent customer service to store staff and internal stakeholders.

The analyst maintains POS hardware, software and communications, troubleshoots issues, and documents resolutions. The ideal candidate will be analytical, detail-oriented, with good phone etiquette and empathy.

Qualifications

• High school diploma or equivalent required.
• Proficiency in Microsoft Office applications (Word, Excel, Outlook, PowerPoint).
• Excellent written and verbal communication skills.
• Strong problem-solving abilities with attention to detail.
• Ability to lift up to 25 pounds.
• Flexibility to work in a dynamic, fast-paced environment.
• Knowledge of CC terminals, POS equipment, registers, and scanners.
• General computer knowledge and remote desktop access.
• Familiarity with Windows operating systems (Windows 10/11).

Responsibilities

• Serve as the primary contact for POS system issues and service requests.
• Respond to calls, tickets, and emails with timely resolutions.
• Log and manage tickets in Fresh Ticketing System.
• Diagnose and troubleshoot hardware and software problems.
• Provide clear, step-by-step guidance to end users.
• Maintain records of interactions, issues, and solutions.
• Collaborate with IT and other support staff to resolve escalated issues.
• Perform routine system checks, updates, and basic user training.
• Assist with administrative tasks as needed.
• Maintain active participation in call center operations.

Skills

MS Office

Excellent communication

Problem solving

Team collaboration

Windows OS (Windows 10/11)

POS hardware knowledge

POS software knowledge

Remote desktop

Education

High school diploma or equivalent

Tools

CC terminals

POS registers

POS scanners

Remote desktop access

Job description

2201 Trinity Church Road
Concord, NC 28027

Shift and Schedule

Full-time Thurs-Mon 8:30AM - 5:30PM

Benefits, if eligible

• Medical
• Dental
• Vision
• 401(k) with company match
• LTD
• STD
• Employee Discounts
• Paid-Time-Off
• Sick Pay
• Holidays

SHOE SHOW, INC., the country's largest privately held footwear retailer in business for 65 years with nearly 1,000 stores in 47 states, is seeking an experienced POS Support Analyst to join our team. This position is avaible at the Corporate Office located in Concord, NC.

What You Should Know

The POS Support Analyst plays a vital role in ensuring the smooth operation of SHOE SHOW, INC.s Point-of-Sale (POS) systems across all retail locations. This position provides technical support and outstanding customer service to store associates and internal stakeholders, maintaining reliable POS hardware, software, and communications systems essential to daily retail operations. This individual should be analytical and a great problem-solver, possess good phone etiquette, and be empathetic to the callers needs. The shift is Thursday - Monday from 8:30 AM to 5:30 PM with a 1-hour lunch.

What You Will Do

Serve as the primary point of contact for technical and service-related issues involving POS systems. Respond promptly to incoming calls, tickets, and emails from store end-users and stakeholders, delivering timely resolutions and excellent customer support. Log and manage support tickets within the Fresh Ticketing System, ensuring thorough documentation, follow-up, and closure. Communicate effectively with customers to diagnose technical problems and provide clear, concise, step-by-step instructions for issue resolution. Maintain detailed records of customer interactions, technical issues, and solutions provided.Diagnose and troubleshoot technical issues, providing detailed and customer-focused support throughout the resolution process. Collaborate with other Technical Support Specialists and IT departments to resolve complex or escalated issues efficiently. Perform regular system checks, software updates, and basic user training as part of the support process. Ensure POS hardware, software, and communications systems are operating optimally to minimize downtime. Complete routine administrative or operational tasks (e.g., handling mail, supplies, cards, voicemails, emails, or shipping as needed.)Maintain active participation in the call center environment to ensure prompt response to incoming customer support calls.

Qualifications

• High school diploma or equivalent required; 0-2 years of related experience preferred.
• Proficiency in Microsoft office applications (Word, Excel, Outlook, PowerPoint.)
• Excellent communication skills, both written and verbal, with a focus on clarity and professionalism.
• Strong problem-solving abilities with attention to detail and the ability to prioritize tasks effectively.
• Ability to lift-up to 25 pounds as needed.
• Flexibility to work collaboratively in a dynamic, fast-paced environment.
• Knowledge of CC terminals, POS equipment, registers, and scanners.
• General working knowledge of PC's and remote desktop access.
• Strong technical aptitude with knowledge of Windows operating systems (Windows 10,11) and POS equipment (registers, scanners.)

Software Applications

• Company computer systems
• Microsoft Excel