About rag & bone

From our origins in New York in 2002, rag & bone was founded on a belief of uncompromising ideals: a commitment to doing things the right way, not the easy way. To making things that are as original as they are timeless. To being true to ourselves, even when that truth sets us apart from the mainstream. 

We still believe in the same principles we started with: the easy elegance of classic British tailoring, the authenticity of American workwear, and the originality of our home city, New York. As New Yorkers, community and authenticity have become synonymous with our brand. An inclusive environment at rag & bone upholds our original values by encouraging employee connection and empowering each individual to have a voice on policy, process, and collaboration for a more equitable future. 

Overview:

As a Retail Help Desk Specialist, you'll play a pivotal role in providing exceptional customer service and technical support to retail staff and customers. You'll serve as the first point of contact for addressing technical issues, troubleshooting, and offering guidance on retail systems, hardware, and software. This role demands a customer-centric approach coupled with strong technical skills to ensure seamless operations within the retail environment.

Key Responsibilities:

· Diagnose and troubleshoot technical problems related to point of sales systems, peripherals, network connectivity, and software applications.

· Respond to inquiries and provide technical assistance via phone, email, or in-person to retail staff regarding POS systems, hardware, and software issues.

· Escalate complex issues to the appropriate IT personnel or vendors for resolution, ensuring timely follow-up and resolution.

· Assist in setting up and configuring new point of sales hardware, Ayden Payment Devices and software, ensuring proper functionality and usability.

· Prioritize and escalate technical issues when needed to ensure the continuity of retail operations

· Document and maintain accurate records of technical issues, resolutions, and troubleshooting steps taken.

· Collaborate with other departments to improve system performance, identify potential issues, and recommend solutions.

· Stay updated on the latest retail technology trends and best practices to enhance the overall retail experience.

· Experience configuring, implementing, and maintaining the following:

- Microsoft Dynamics 365 Commerce

- Store commerce app

- Ayden Payment Devices

- 8x8 phone system

- Windows OS

Qualifications:

· Ability to maintain and configure systems using tools such as Desktop Central, Workspace One (AirWatch),

· Must have excellent verbal and written communication skills.

· Ability to work efficiently in a collaborative team environment.

· Must be detail-oriented, organized, and able to effectively perform multiple tasks.

· Ability to work a flexible schedule during weekdays and weekends as necessary.

· Strong knowledge of various operating systems (Windows, iOS, Android) and familiarity with retail software applications.

· Proficiency in troubleshooting POS systems, hardware, software, and network connectivity issues.

· Flexible and adaptable to change.

· Supporting and opening new stores.

Rag & bone Office is a Hybrid worksite, which requires any home Office employees to work onsite 3 days a week or 4 days a week, with the exception of any fully remote role.

The estimated salary for this role is $60,000 to $75,000 based on experience and qualifications.