Technical Support Analyst

Gearfire is a growing SaaS company whose innovative products give our customers the ability to sell online and manage their retail locations. We provide Retail Management System Solutions to the firearms industry through our sister company, RTG. Our retail management system suite of products is #1 in the industry.

The position (hybrid remote, with half the week onsite at our Scottsdale office) will provide excellent technical support to firearms retailers across the country. The position is full time but some evening or weekend hours may be necessary. Ability to be flexible with your hours and switch with other employees is a necessity. We all help cover for each other!

What the job requires:

• Accurately document descriptions of all problem descriptions and their resolution in the CRM and submit technical articles to the centralized knowledge base where applicable
• Manage and resolve multiple customer cases in a highly demanding environment while maintaining a high level of customer satisfaction
• Take initiative to resolve retailer issues, helping to enhance and streamline any user processes where possible
• Escalate complex problems in a timely manner
• Receive and eventually develop peer-to-peer training in all appropriate products as well as the specific ways they are integrated into larger networks and complex solutions
• Work in collaboration with other department members where necessary to share pertinent information
• Install and support newly developed programs retailer databases and train retailers as needed

Knowledge and Experience we’re looking for:

• Ability to effectively handle difficult customer situations and maintain a friendly demeanor while working in a fast-paced environment
• Understands basic financial principals
• Ability to work independently while working in a team environment
• Work remotely to solve all customer related issues
• Excellent communication skills
• A.A.S in Computer Programming or Networking preferred
• 1 – 3 years of technical experience preferred, especially supporting commercial software
• 1-3 years of previous help desk experience preferred
• Retail industry experience desirable
• Knowledge of PC’s, LANs and peripherals

We are an e-verify employer.

Please note, Gearfire does not sponsor applicants for work visas.

Job Type: Full-time

Pay: $18.00 – $20.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Holidays
• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Scottsdale, AZ 85258: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Are you willing to undergo a background check in accordance with local laws and regulations?
• Are you able to work evening or weekend hours when required?
• a) Are you comfortable working in a position related to the firearms industry, and b) is there any reason prohibiting you from doing so?

Education:

• High school or equivalent (Required)

Experience:

• Help desk: 1 year (Preferred)
• SQL Server: 1 year (Preferred)
• Windows: 1 year (Required)
• Technical Customer Support: 1 year (Preferred)

Work Location: Hybrid remote in Scottsdale, AZ 85258