Retail Application Support Specialist

Position Summary

The Retail Application Support Specialist is responsible for providing technical support, maintenance, and administrative services for applications specific to retail technology. This role involves troubleshooting issues, operational training and documentation, collaborating with vendors, and application integration administration.

Key Responsibilities

· Provides all levels of support for retail technology applications and POS application integration, primarily Crunchtime, but includes OLO, retail loyalty programs, credit card processors, and future applications as onboarded.

· Monitor application performance and proactively identify and resolve issues.

· Collaborate with cross-functional teams including IT, store operations, and vendors for training, procedural audits, software updates, NSOs and enhancements.

· Maintain and assist with all aspects of the Crunchtime solution, including working with vendors and handling programming, mapping, reporting, and error handling for the Labor and Inventory application modules to ensure optimal usage across the company

· Document support procedures, known issues, and resolutions in a knowledge base.

· Participate in testing and deployment of new retail technologies and upgrades.

· Retail IT application escalation point for Level 1 and Level 2 support.

· Maintain compliance with company policies and industry standards.

Qualifications

· Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).

· 2+ years of experience in application support, preferably in a retail environment.

· Strong understanding of retail operations and technologies (POS, ERP, CRM, etc.).

· Proficiency in troubleshooting software issues and working with ticketing systems.

· Excellent communication and customer service skills.

· Ability to work independently and manage multiple priorities.

· Experience with SQL, scripting, or basic programming is a plus.

Preferred Skills

· Familiarity with cloud-based retail platforms (e.g., Toast, Lightspeed, Oracle Retail, NCR Aloha).

· Experience with mobile retail applications and integrations (e.g. OLO, Crunchtime, Thanx)

· ITIL certification or similar is a plus.