Join to apply for the Retail Analyst Level I role at Auxis 21 hours ago Be among the first 25 applicants Job Summary The Retail Analyst Level I is the first point of contact for users calling our IT Service Desk. They answer incoming calls, track information in a call tracking system, troubleshoot basic end-user issues on various software applications, hardware, POS systems, and provide basic desktop support. Unresolved issues are escalated to Tier 2 and Tier 3 support teams. Responsibilities Incident/Request/Problem/Knowledge Management. Perform incident and request queue management for Auxis clients and assign tickets appropriately. Provide first-level contact, communicate resolutions, and follow up with customers. Escalate unresolved queries to the next level of support. Utilize excellent customer service skills to exceed customer expectations. Ensure proper recording, documentation, and closure of tickets. Recommend procedure modifications or improvements. Maintain knowledge of relevant product offerings, support policies, and delivery methods to provide accurate solutions. Perform other related tasks as directed by the Service Support Team Lead. Adhere to operational processes and security policies. Use Auxis Service management tools for incident, problem, change, and configuration management. Use monitoring and management tools for devices and infrastructure applications. Attend scheduled operational and project meetings. Skills and Experience Proficiency in English and Spanish (oral and written, 85% or higher, B2+ level). No experience or at least 1 year of technical support experience; knowledge of IT frameworks like ITIL is a plus. Flexibility to adjust schedule based on account needs. High School diploma required. Excellent communication skills and involvement. Experience in high-volume customer service environments preferred. Polite, tactful, and friendly demeanor. Technical proficiencies such as Cisco CCNA modules are a plus. Additional Information Seniority level: Entry level Employment type: Full-time Job function: Sales and Business Development Industries: Outsourcing/Offshoring Referrals increase your chances of interviewing at Auxis by 2x. #J-18808-Ljbffr