Retail Helpdesk Analyst

Overview
Woodcraft, a leading retail supplier of fine woodworking tools, supplies and classes, has an opening for a Retail Helpdesk Analyst based in Parkersburg, WV. The Retail Helpdesk Analyst provides frontline, non-technical support to retail stores by resolving process-driven and informational issues at first contact. This role focuses on guidance, validation, and communication, ensuring stores receive fast, accurate assistance without requiring escalation to technical teams.

Essential Functions of the Job:

• Respond to store inquiries via phone, tickets, Teams, and email in a timely and professional manner.
• Guide users through POS and back-office processes using documented procedures.
• Provide step-by-step instructions based on existing documentation.
• Validate information and correct common user workflow errors.
• Reference known issues and approved workarounds and communicate status clearly to stores.
• Accurately document issues and resolutions in the ticketing system.
• Route tickets to technical teams only when escalation criteria are met.
• Capture clear and complete information when escalation is required.
• Maintain and contribute to the knowledge base with process documentation and FAQs.
• Identify recurring issues and recommend process or training improvements.
• Deliver excellent customer service focused on first-contact resolution.

Qualifications & Education Requirements:

• Strong familiarity with retail workflows or POS systems.
• Experience in customer service, retail support, or call center environments preferred.
• High school diploma required; additional training or certifications preferred.

Expected Hours of Work

Days and hours of work are Monday through Friday, 8:30 a.m. to 5 p.m. All personnel may be required to work additional hours during outages, upgrades, and emergency situations.

This is an on-site position.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Ability to Commute:

• Parkersburg, WV 26105 (Required)

Work Location: In person