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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in troubleshooting complex software, hardware, and networking issues while providing exceptional client support. Proficient in analyzing technical data and logs, mentoring team members, and maintaining comprehensive documentation to enhance service delivery.
Highest-signal resume keywords
Technical Support ExperienceTroubleshooting Complex IssuesAPI and Integration KnowledgeExcellent Communication SkillsMentoring and Training Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingRoot-Cause AnalysisLog AnalysisConfiguration ManagementWindows Operating SystemsWeb ApplicationsNetworking FundamentalsSaaS SupportPOS SystemsInventory Management
Soft Skills
Analytical SkillsProblem-SolvingCollaborationTime ManagementCustomer Service Orientation
Tools & Technologies
Ticketing SystemsSupport PlatformsCustomer Relationship Management Tools
Certifications & Qualifications
Associate's DegreeBachelor's Degree
Industry Keywords
Retail TechnologyE-CommerceClient-Facing RoleHelp Desk SupportTechnical Support
About the role
Key responsibilities & impact- Provide client support via phone, email, and chat during business hours.
- Serve as an escalation resource for complex technical issues involving RICS products, integrations, APIs, hardware, and networking.
- Investigate, troubleshoot, validate, and document escalated issues, including analysis of logs, system behavior, and error messages.
- Maintain ownership of complex cases, providing timely updates to clients and stakeholders throughout the resolution process.
- Differentiate between product, configuration, environmental, integration, hardware, networking, and potential software defect issues.
- Reproduce issues, identify root causes, and escalate validated product defects with clear documentation and business impact.
- Monitor support trends, recurring issues, and client feedback; communicate findings to leadership.
- Provide guidance, mentoring, and troubleshooting assistance to Tier 1 Support Consultants.
- Contribute to onboarding, training, and knowledge-sharing initiatives.
- Create and maintain documentation, troubleshooting resources, Help Center content, and FAQs.
- Accurately document client interactions, troubleshooting activities, and resolutions in support systems.
- Support user acceptance testing and validation of issue resolutions, enhancements, and new features.
- Collaborate cross-functionally to provide product expertise and support business objectives.
- Continuously expand knowledge of RICS products, supported technologies, and retail industry best practices.
Requirements
What you’ll need- Associate's or Bachelor's degree in Information Technology, Computer Science, Business, or a related field, or equivalent professional experience.
- 3+ years of experience in technical support, software support, help desk, or a client-facing technical role, preferably in SaaS, POS, or retail technology.
- Proven ability to troubleshoot complex software, hardware, networking, and configuration issues.
- Working knowledge of Windows operating systems, web applications, and networking fundamentals.
- Experience investigating API and integration issues preferred.
- Strong analytical, problem-solving, and root-cause investigation skills.
- Ability to analyze logs, error messages, and technical data.
- Excellent written and verbal communication skills, including the ability to explain technical concepts to non-technical users.
- Experience with ticketing systems, support platforms, and customer relationship management tools.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong collaboration skills with the ability to work independently and across teams.
- Experience mentoring, coaching, or training team members preferred.
- Familiarity with retail operations, POS systems, inventory management, e-commerce, and integrations strongly preferred.
- Team-oriented mindset with a commitment to delivering exceptional customer experiences.
- Ideal candidates will be based in the Pacific Time Zone and able to support weekend coverage as needed.