Retail Technical Administrator

Company: Assurant
Location: Vernon Hills
Posted on: October 12, 2021

Job Description:

The Retail Technical Administrator will be responsible for managing and maintaining vendor supported systems integrated into the full Assurant retail store distribution footprint including more than 600 retail locations.  Support will include internal teams, store personnel, field management team, external OEM vendor administrators and suppliers.

Key Responsibilities:

Manage and respond to retail store support requests for Assurant retail store distribution related to the two primary OEM supplier integrated platforms (RQ GSX & GSPN)

• Repair escalations via Apple's channel support including resolving incorrect inputs and cancel repairs.
• Technical troubleshooting via Apple's channel support (RepairCal).
• Process new location & employee onboarding, transfers, and terminations for Assurant retail store distribution within the OEM integrated platforms (RetailQ, GSX & GSPN).
• Maintain a current up-to-date user listing by managing user creation and deprovisioning processes.
• Manage user profiles ensuring appropriate access right and privileges. 

Act as liaison with parts supplier vendor

• Invoicing with supply vendor, resolve discrepancies, and reconcile repair debits & credits.
• Follow up with stores to return aging KBBs based on the Parts Pending Return report in GSX (this may be an FSM duty). 

Act as liaison between OEM integrated platforms (GSX & GSPN) and Point-of-Sale system (RepairQ) for escalation of support related requests

• Assist in catalog compatibility configuration for retail store locations.
• Assist with internal tech support related inquiries.
• Prepare user compliance reporting and reconciliations to Point-of-Sale system (RepairQ).

• This is a REMOTE position.

Required skills/experience:

• Must have a high school diploma or equivalency.  Associate’s or bachelor’s degree in computer science or a related field preferred.

• 1+ years of experience in a technical support role.
• Working knowledge and expertise with a variety of software, hardware, and applications. Hardware and software certifications a plus.
• Knowledge of SQL for interacting with back-end systems and some programming knowledge to assist with troubleshooting issues within various systems also a plus.
• Willingness to solve complicated problems and see projects through to completion.
• Analytical skills to study problems and records and identify solutions.
• Team-oriented attitude to help other colleagues and departments with technical problems.
• Strong interpersonal communication and relationship-building skills.
• Ability to manage time and effectively prioritize numerous projects at one time.

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Keywords: Assurant, Arlington Heights , Retail Technical Administrator, Other , Vernon Hills, Illinois