remote retail technical support administrator (3724)

You'll be the go-to problem-solver for our store teams—tackling technical hiccups ranging from infrastructure glitches to equipment malfunctions. Whether it’s jumping in to resolve issues directly (Level 1 or 2 support) or smoothly escalating when needed, you’ll follow tried-and-true processes and resolution playbooks to keep everything running like clockwork!

Your day to day will include:

• Handling all incoming requests from the OPAP store network related to technical issues, including installations, operational challenges, equipment configuration, and usage.

• Executing the necessary actions for issue resolution by following established processes, methodologies, and resolution models.

• Investigating and analyzing unresolved issues before initiating the escalation process.
  Assessing the criticality of raised tickets and escalating complex cases to internal stakeholders (e.g., Retail Services, TOC) or external vendors for further investigation and resolution.

• Building and maintaining strong relationships with store agents by offering support, guidance, and clear communication to help resolve issues efficiently.

• Collecting and recording incidents along with their resolution steps, providing key insights to internal teams to identify recurring patterns and improve resolution processes.

• Updating the ticketing system with detailed records of reported issues and the solutions implemented.

• Following up on escalated tickets with field service technicians or internal teams, offering clarifications when needed and supporting timely incident resolution.

• Responding to ad-hoc assignments as required to meet evolving business needs, leveraging relevant skills and capabilities to contribute effectively beyond predefined responsibilities.

What you need to succeed:

• BSc in Information Systems, Computer Science, Business Administration or other related fields

• 2+ years of proven experience and familiarity with similar position in Technical Support

• Hands on experience in technical issues resolution

• Customer service culture

• Excellent problem-solving and communication skills

• Knowledge of Call Center equipment/software programs

• Strong organizational, planning and reporting skills 

• Excellent MS Office knowledge

• Excellent command of the English language (written and oral)

What’s in it for you?

• An award-winning working environment 🚀

• State of the art facilities including gym & restaurant 🏢

• Hybrid working model 💻

• Competitive salary package and bonus scheme 💸

• Health insurance coverage & Pension Plan 🙏

• Monthly food allowance 🍴

• Continuous learning with classroom/digital trainings by OpapAcademy 🎓

• Internal Career Opportunities 💼

• Well-Being Activities 💪

OPAP Group is an equal opportunity employer

Does this sound like you? If yes, we would love to meet you!