Job Overview The role of a Retail Analyst Level I is the first point of contact for users calling our IT service desk. This position requires answering incoming calls, tracking all information in a call tracking system, and providing basic desktop support. Duties and Responsibilities 1. Incident/Request/Problem/Knowledge Management 2. Perform Incident and Request Queue Management for Auxis clients and assign tickets as appropriate 3. Provide first-level contact, convey resolutions to customer issues, and follow up 4. Properly escalate unresolved queries to the next level of support 5. Utilize excellent customer service skills and exceed customers' expectations 6. Ensure proper recording, documentation, and closure 7. Recommended procedure modifications or improvements 8. Acquiring and maintaining knowledge of relevant product offerings, current support policies, and methods of support delivery, to provide technically accurate solutions to users 9. Other related tasks and responsibilities as directed by the Auxis Service Support Team Lead or his designate(s) Skills and Qualifications - 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 Benefits and Working Conditions - 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