Retail Support Specialist (remote) - Remote Eligible

Retail Support Specialist

Join Our Community of Food People! At US Foods®, innovation and technology is our superpower. By expanding our digital ecosystem and leading with a customer-first mindset, we're delivering technology that empowers our customers and simplifies business. As we transform the digital landscape of the foodservice industry, we're outpacing our competitors faster than ever before. We believe diversity is the cornerstone of creativity and innovation—and we foster an open, inclusive, flexible work environment that supports our transformation.

The Retail Support Specialist focuses on all aspects of IT systems support for the CHEF'STORE retail environment. This role is responsible for support issue metrics and reporting and coordinates development fixes with the appropriate teams. This role works to improve the overall support experience for CHEF'STORE users, provides support to retail locations, and is the point of contact for all emerging technical issues.

Flexible Work Policy: The work for the Retail Support Specialist position is completely remote anywhere in the United States except Hawaii or United States Territories. This position may require up to 40% travel.

Responsibilities

• Deliver framework for three tier technical support to retail store associates and other corporate system end user community
• Establish and create best practices through the entire technical support process
• Cross pollination with development team for enhancement opportunities to correct support issues
• Implement process improvement cycles to improve support activity and sustainability across the support enterprise for the retail store environment
• Set specific customer service standards and SLAs for internal and external support teams
• Review SLA partner performance metrics to improve services levels and review agreements with partner organizations
• Monitor service performance, keep abreast of developments, and take corrective/appropriate actions when required
• Compile information and data from various sources for specific departmental reports, and create reports, graphs and data comparisons
• Develop triage and troubleshooting requirements for supported retail systems
• Maintenance and ownership of Support Matrix and Service Delivery Guides that detail support categories and service delivery scope, including updates to all support documentation for retail support environment
• Oversee opportunities to "in-house" support capabilities to balance internal/external teams
• Manage and facilitate escalation events for retail support enterprise support events
• Other duties as assigned by manager

Relationships

• Internal: This role interacts with frontline store leaders and managers, IT and Support Center
• External: Manage relationship with external vendors integral to new store support

Work Environment

Remote: This role is fully remote, and the associate is expected to perform assigned responsibilities from a home-based environment.

Minimum Qualifications

• 2 years of experience developing and implementing processes that deliver exceptional customer support experiences in an information technology retail focused end-user support operation
• 2 years of experience leading end-user technical support teams to develop & practice processes that ensure service excellence in delivering hardware/software support
• 2 years of experience developing and documenting standard operating procedures for internal technical support teams
• 30-40% travel required

Education

Bachelor's degree in computer science, business administration, information systems or related, or equivalent work or internship experience

Preferred Qualifications

• Experience with IT systems support in a retail environment
• Experience in help desk operations and issue triage and resolution
• Experience implementing and working within ITIL standards in an Information Technology Services environment
• Experience with computer/device asset tracking and maintaining proper audit logs/documentation of support activities for compliance purposes (e.g. PCI compliance / POI)
• ITIL certification

This role will also receive annual incentive plan bonus. Benefits for this role may include health insurance, pre-tax spending accounts, retirement benefits, paid time off, short-term and long-term disability, employee stock purchase plan, and life insurance. Compensation depends on relevant experience and/or education, specific skills, function, geographic location, and other factors as applicable by law (for example: state minimum wage thresholds). The expected base rate for this role is between $55,000 - $90,000.

US Foods, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other basis prohibited by applicable law.