Highlights
You will play a critical role in maintaining service levels, resolving incidents efficiently, and delivering high-quality support across retail technology systems. In this role, you will troubleshoot complex issues, support offshore technicians, and help ensure smooth transitions to a new POS platform across 10 to 20 stores per night.
Numbers & Facts
| Location | Atlanta, GA |
| Industry | Staffing/Employment Agencies |
| Company Size | 500 to 999 employees |
| Year Founded | 2006 |
Description
Role Summary
The Intersect Group is seeking a Retail Technology Support Analyst to support overnight POS system conversions across multiple store locations. This individual will serve as a key escalation point and technical resource during a high-volume deployment initiative.
In this role, you will troubleshoot complex issues, support offshore technicians, and help ensure smooth transitions to a new POS platform across 10 to 20 stores per night. You will play a critical role in maintaining service levels, resolving incidents efficiently, and delivering high-quality support across retail technology systems.
Key Responsibilities
Provide advanced support for POS systems, online ordering, and back-office retail applications
Troubleshoot and resolve escalated technical issues during overnight store conversions
Support and guide offshore technical support team members on issue resolution
Monitor and enforce service level agreements and analyze service performance trends
Perform root cause analysis and implement improvements to reduce time to resolution
Document processes, contribute to knowledge sharing, and maintain accurate system documentation
Partner with internal teams and external vendors to resolve complex system and integration issues
Assist with system configuration, updates, and testing of new retail technology solutions
Key Requirements
3 to 5 years of IT support experience in a hands-on technical environment
Experience supporting POS systems and retail technology platforms
Strong troubleshooting skills with the ability to analyze and resolve complex technical issues
Familiarity with incident management, service level management, and root cause analysis
Exposure to restaurant or retail operations is preferred
Experience working with ERP, POS, or integrated retail systems is a plus
Strong communication skills and a customer-focused mindset
Highly organized with the ability to prioritize in a fast-paced, overnight support environment
About Company
The Intersect Group is a different and better business partner. We create unparalleled value for our clients by combining industry-leading Consulting capabilities with comprehensive Staffing and recruitment services. Clients trust us to deliver results based on our deep expertise and proven resources within finance, accounting, and information technology. Through our flexible delivery approach, you get the right solution, at the right time to accelerate your success and achieve all of your mission-critical objectives.