IT Support Associate (Part-Time - Weekends)

Company Overview
Restore Hyper Wellness is the leading retail provider of alternative health and wellness modalities in the United States. Our goal is to make Hyper Wellness® widely accessible, affordable, and fun. This means helping people from all walks of life feel better and perform at a higher level so they can do more of what they love in life. Inc. 5000 ranked Restore the #113 Fastest Growing Company in America, the #17 Fastest Growing Company in Texas, and the #1 Hottest Franchise in America.

Job Summary
We are currently seeking a dedicated and skilled individual to join our IT support team as a Weekend IT Support Associate, with a primary focus on providing exceptional product support and Tier 1 technical assistance. This role is crucial in ensuring that our employees receive prompt and effective support during the weekends. The successful candidate will possess a strong understanding of our products, excellent troubleshooting skills, and a commitment to delivering top-tier customer service.

Responsibilities:

• Product Support:
• Serve as the primary point of contact for product-related inquiries and issues during weekends.
• Develop and maintain in-depth knowledge of our products to provide accurate and efficient support.
• Collaborate with the product team to stay informed about updates, new features, and known issues.
• Tier 1 Technical Support:
• Provide Tier 1 technical support for hardware, software, and network-related issues.
• Troubleshoot and resolve basic technical problems, escalating more complex issues to Tier 2 support as needed.
• Assist with the setup, configuration, and maintenance of IT equipment.
• User Assistance:
• Respond to user inquiries and provide step-by-step guidance for problem resolution.
• Ensure a positive and user-friendly experience by delivering exceptional customer service.
• Problem Resolution:
• Diagnose and resolve technical issues promptly, ensuring minimal disruption to end-users.
• Document support interactions and escalate recurring issues for further investigation.
• Collaboration:
• Work closely with Tier 2 and other IT support team members to share insights and collaborate on issue resolution.
• Provide feedback to the product team based on user experiences and reported issues.

Requirements

• Education: Bachelor's degree in Information Technology, Computer Science, or related field is preferred. Relevant certifications are a plus.
• Experience: 2+ year of experience in a Tier 1 technical support role with a focus on product support. Familiarity with IT service desk operations.
• Technical Skills:
• Solid understanding of IT fundamentals, including hardware, software, and network concepts.
• Ability to troubleshoot and resolve Tier 1 technical issues efficiently.
• Communication Skills: Excellent verbal and written communication skills, with a focus on providing clear and concise instructions.
• Customer Service: Strong customer service orientation with a commitment to delivering a positive user experience.
• Availability: Must be available to work weekends and provide on-call support as needed.

Benefits

• 401k retirement plan with vested employer match
• Free and discounted studio therapies