Digital Product Support - Tier 2

Join our team and help retailers maximize the value of AVB’s digital product suite, with a primary focus on our Point of Sale (POS) platform. In this customer-focused role, you will provide training, implementation support, and troubleshooting assistance for both software and hardware solutions related to sales, inventory management, scheduling, accounting, and payment processing. Working closely with Members and internal teams, you will help drive product adoption, deliver exceptional support, and ensure retailers have the tools and knowledge needed to operate their businesses efficiently and successfully., Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Engage with Member retailers to implement and support our Point of Sale (POS) and ERP products, including inventory management software, giving the user solutions based on your increasing product and industry knowledge

• Work within the Ticketing System for both functional and technical support

• Examples are responding to “how to?” questions on POS transactions, inventory management, and sales and payment processes, and configuring hardware devices (registers, scanners, and payment terminals) that integrate to our software
• Triage member issues and work with internal teams to get resolution, escalating where necessary

• Communicate routinely and in a timely manner with clients via tickets, email, screen-shares, and verbal communication, fostering effective relationships with our Members

• Assist the Product team in general with identifying product opportunities, bugs, and validating Member feature requests
• Identify gaps and create Knowledgebase articles to help our Support services become more efficient
• Availability to work weekends is required. Flexible scheduling options may include Wednesday-Sunday, Thursday-Monday, or alternative workweek arrangements based on business needs.
• Perform other duties as assigned.

Remote Work/Travel: This position will work remotely from a home address and subject to AVB’s Remote Work policies and procedures which are then in effect. In addition, from time to time, this position will be required to engage in travel, including travel to attend AVB’s Annual All-Employee Meeting as well as other travel obligations which will be required of the position such as meetings with members, attendance at conventions and shows and other events where you will represent AVB. (Any requests for accommodations to required travel (including medical) should be addressed with Human Resources.

• Must be self-motivated, well organized, and resilient to ever-changing timelines, requests, and deliverables
• Excellent verbal and written presentation and communication abilities, internal and external
• Strong customer service skills, and specifically patient with users of varying levels of technical acumen
• Ability to differentiate between “done” and “done right” for our member base
• Desire to adopt and learn new tools and technologies, and stay current on retail technology such as Point of Sale (POS), ERP, and inventory management platforms
• Proficient in Excel, including the ability to interpret large amounts of data and find anomalies or trends
• Advanced understanding of software technology used in the retail and service industries, such as Point of Sale (POS), ERP, CRM, Inventory Management, and Merchandising solutions, with hands-on experience supporting sales and payment processing workflows
• Quick and confident decision-making skills with good judgment

Education and Experience:

• Bachelor’s Degree or 5+ years experience in directly supporting retail software technology (e.g., POS, ERP, or inventory management systems), in a customer facing role

Physical Requirements:

• Prolonged period of sitting at a desk and working on a computer.

We offer competitive salaries, full benefits, a flexible remote work environment, an employee reimbursement program to support enriching your life, EAP, employee discounts, a WFH stipend, an annual allowance for AVB apparel, 401k options, a robust sick time policy, and 5 Floating Holidays per year, along with a minimum of 10 days of vacation time that starts accruing from your first day.

In addition, from time to time, our team members will be required to engage in travel to attend AVB’s Annual All-Employee Meeting, as well as other travel obligations which may be required of the position- such as meetings with members, attendance at conventions, and other events, where you will represent AVB!

We are always looking for smart, resourceful, and dynamic people to join the team, so if you are looking for a company that will welcome you, collaborate with you, challenge you, and help develop your skills to the next level- then we are looking for you! We are geared up for growth, are you ready to grow with us?