Job Summary The Retail Analyst Level I is the first point of contact for the users who call our IT Service Desk. The Retail Analyst Level I answers incoming calls, tracks all information in a call tracking system, Troubleshoots basic End User issues on various software applications, hardware, POS systems and provide basic desktop support. The Retail Analyst Level I escalates unresolved problem/issues/requests to the proper Tier 2 and Tier 3 support teams. Responsibilities - Incident/Request/Problem/Knowledge Management. - Perform Incident and Request Queue Management for Auxis clients and assign the tickets as appropriate. - Provide first-level contact, convey resolutions to customer issues and follow up. - Properly escalate unresolved queries to the next level of support. - Utilize excellent customer service skills and exceed customers' expectations. - Ensure proper recording, documentation and closure. - Recommended procedure modifications or improvements. - Acquiring and maintaining knowledge of relevant product offerings, current support policies, and methods of support delivery, to provide technically accurate solutions to users. - Other related tasks and responsibilities as directed by the Auxis Service Support Team Lead or his designate(s). - Additional responsibilities include: - Comply and adhere to Auxis operational processes and security policies. - Use of Auxis Service management tools for Incident, Problem, Change and Configuration management. - Use of Auxis monitoring and management tools for the devices and infrastructure applications. - Attend all operational and project (ad-hoc) related scheduled meetings as required. Skills and Experience Language Skills: - English-Spanish proficiency (oral and written) at 85% or higher (B2+ level or above). Experience: - No prior experience required, but at least 1 year of experience in technical support is preferred. - Familiarity or training in IT best practices or frameworks such as ITIL (Information Technology Infrastructure Library) is a plus. Work Schedule:Candidates must be flexible to adjust their schedule according to account needs. Available shifts include: - 1:00 PM – 10:00 PM (Thursdays and Saturdays off) - 1:00 PM – 10:00 PM (Sundays and Wednesdays off) - 10:00 AM – 7:00 PM (Wednesdays and Saturdays off) Education: - High school diploma required. Skills & Attributes: - Excellent communication skills and a proactive attitude. - Proven ability to deliver high levels of customer satisfaction and performance in fast-paced, high-volume environments is preferred. - Professional appearance and a polite, tactful, and friendly demeanor. Nice to Have – Technical Skills: - - Knowledge of Cisco CCNA modules. - Nice to have Technical Proficiencies: - Cisco CCNA Modules.