Technical Support Representative: Level II

Retail Success; Kansas City (KS); On-site; USD 45,000 - 60,000; Full time

Job summary

Retail Success is seeking a Technical Support Representative: Level II to provide support for LuLaRoe BLESS software users and manage technical projects. Responsibilities include developing support documentation, troubleshooting, and maintaining customer relationship management systems.

The ideal candidate will have experience in technical support and strong analytical skills. This is a full-time position based in Kansas City with potential evening or weekend shifts.

Qualifications

• Experience in providing level 2 technical support.
• Strong analytical skills to diagnose complex systems.
• Ability to train staff on technical issues.

Responsibilities

• Provide level 2 technical support to LuLaRoe BLESS software users.
• Develop documentation and support materials for users.
• Troubleshoot computer or operating system issues remotely.
• Maintain CRM systems and merchant account records.
• Collaborate with other departments on projects.

Skills

Technical support

CRM management

Troubleshooting

Documentation

Communication

Job description

Technical Support Representative: Level II

Full-time

National Merchant Alliance was founded by brothers Scott and Shannon Maher in 2005 as a technology-focused payments company. NMA’s third party partnership model focused on non-proprietary technology, that gave merchants a choice of electronic payment provider while generating revenue for NMA’s developer partners. Through these many partnerships, NMA was able to gain valuable insight into the retail industry and point-of-sale systems. The company’s focus on transparent, win-win partnerships allowed it to grow in a competitive market, later becoming Retail Success.

The future is bright for Retail Success and our family of companies. Most notably, a great new vertically integrated product that utilizes expertise and services from all of our companies is being deployed to a national user base of over 75,000 independent retailers. And, soon the companies will move to new headquarters in Overland Park, Kansas.

The primary function of the Technical Support Representative - Level 2 (TSR2) position is to administer a variety of technical projects related to the setup, maintenance, and support of LuLaRoe BLESS software users. Duties for this position include but are not limited to the development of support resources (FAQs, How-To Articles, Knowledge Base, etc.), upkeep and administration of NMA’s customer relationship management systems (CRM), supported hardware troubleshooting, setup and integration of synchronous technologies and advising various NMA/LLR departments on general technology related items.

This position will also serve as a general technical support specialist during high call volume periods by taking incoming requests from various NMA/LLR stakeholders. The primary duties of this individual are performed in the Retail Success offices and occasionally will have a shared responsibility to which may include on-call, evening, night, or weekend shifts.

Essential Duties and Responsibilities

• Provide level 2 technical (Help Desk) support to LuLaRoe BLESS software support team
• Advise and assist in implementation of technology during deployment
• Develop and create documentation and support materials for in-house and end-user use
• Maintain customer relationship management systems and merchant account records, which will include customer data (sensitive and nonsensitive)
• Provide remote troubleshooting solutions for computer or operating system issues that affect software function
• Work the daily “TIN/TFN IRS Mismatches” report and implement expedient corrections
• Work the daily “PO Box” error report and implement expedient correction
• Provide advice and assist in bringing resolution to chargeback issues
• Work closely with other departments for collaborating projects
• Train other staff and stakeholders on technical issues as needed
• Provide remote troubleshooting solutions for computer or operating system issues that affect course delivery
• Analyze complex systems, identify problems, and develop/implement logical conclusions and effective solutions
• Develop and recommend cost effective technical system improvements
• Operate a personal computer using program applications appropriate to assigned duties

All your information will be kept confidential according to EEO guidelines.