Specialist, Stores Helpdesk

Five Below; Philadelphia (Philadelphia County); On-site; USD 35,000 - 45,000; Full time

Job summary

A leading discount retailer is seeking a Support Associate to provide technical support to store associates. This role involves troubleshooting technology issues and maintaining support documentation. Candidates should possess strong communication skills and a customer-first approach, with a high school diploma required. Join a dynamic team dedicated to enhancing the store experience nationwide.

Benefits

Health coverage

Financial wellness support

Opportunities for growth

Qualifications

• Experience in a fast-paced retail environment.
• Willingness to learn and suggest improvements.
• Technical certifications (A+, Network+) a plus.

Responsibilities

• Answer inbound support calls and create/update tickets.
• Troubleshoot hardware and software issues.
• Contribute to improving knowledge articles and team documentation.

Skills

Comfort with technology

Customer-first attitude

Clear communication skills

Ability to work in a call center environment

Education

High school diploma or equivalent

Tools

ServiceNow

Windows-based systems

Job description

At Five Below our growth is a result of the people who embrace our purpose: We know life is way better when you are free to Let Go & Have Fun in an amazing experience, filled with unlimited possibilities, priced so low, you can always say yes to the newest, coolest stuff! Just ask any of our over 20,000 associates who work at Five Below and they’ll tell you there’s no other place like it. It all starts with our purpose and then, The Five Below Way, which is our values and behaviors that each and every associate believes in.

It’s all about culture at Five Below, making this a place that can inspire you as much as you inspire us with big ideas, super energy, passion, and the ability to make the workplace a WOWplace!

What You’ll Do:

• Answer inbound support calls (as well as email and web services submissions) from store associates and create & update tickets for each issue
• Troubleshoot common hardware and software issues (registers, printers, pin pads, scanners, etc.)
• Walk store employees through basic fixes and escalate complex issues when needed
• Follow documented SOPs, known issues, and how-to guides to deliver consistent support
• Keep clear, accurate records in our ticketing system (ServiceNow)
• Track open tickets, follow up on unresolved issues, and close out work once complete
• Flag recurring issues or trends to your Supervisor so we can solve problems permanently
• Stay up to date on system changes and product updates
• Contribute to improving our internal knowledge articles and team documentation
• Support special projects as we grow; new systems, new store openings, and more

What You Bring:

• Experience working in a Five Below store or other fast-paced retail environment
• Comfort with technology; especially registers, Windows-based systems, printers, and basic networks
• Patience, empathy, and a customer-first attitude; we’re here to help
• Willingness to learn, follow structured processes, and suggest improvements
• Clear communication skills; written and verbal
• Ability to work in a call center environment, handling multiple calls and tickets per shift
• High school diploma or equivalent required; technical certifications (A+, Network+, etc.) a plus

Working Hours:

• Monday through Friday, 8 AM to 5 PM ET
• Future evening and weekend shifts may become available as the Help Desk expands

Bonus Points For:

• Previous experience using a ticketing system like ServiceNow
• Bilingual (English/Spanish)
• Prior involvement in training new hires or helping others on the job

Why Join Us:

• Be part of a new internal team with room to grow
• Help improve the day-to-day experience of stores across the country
• Gain valuable IT experience and training
• Help shape what awesome internal support looks like at Five Below

Explore our benefits site to discover all the perks and support we offer! From health coverage to financial and personal wellness, we've got you covered—check it out today! benefits.fivebelow.com/public/welcome

Five Below is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state, or local laws.

Five Below is committed to working with and providing reasonable accommodations for individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please submit a request and let us know the nature of your request and your contact information. crewservices.zendesk.com/hc/en-us/requests/new

BE AWARE OF FRAUD! Please be aware of potentially fraudulent job postings or suspicious recruiter activity by persons that are posing as a Five Below recruiters. Please confirm that the person you are working with has an @fivebelow.com email address. Additionally, Five Below does NOT request financial information or payments from candidates at any point during the hiring process. If you suspect fraudulent activity, please visit Five Below's Career Site to verify the posting. fivebelow.com/info/careers