POS Support Analyst — Retail Tech & Customer Care

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

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.