Technology Operations and Support Associate, Retail Store Systems Support

Ralph Lauren Corporation (NYSE:RL) is a global leader in the design, marketing and distribution of premium lifestyle products in five categories: apparel, accessories, home, fragrances, and hospitality. For more than 50 years, Ralph Lauren's reputation and distinctive image have been consistently developed across an expanding number of products, brands and international markets. The Company's brand names, which include Ralph Lauren, Ralph Lauren Collection, Ralph Lauren Purple Label, Polo Ralph Lauren, Double RL, Lauren Ralph Lauren, Polo Ralph Lauren Children, Chaps, among others, constitute one of the world's most widely recognized families of consumer brands.

At Ralph Lauren, we unite and inspire the communities within our company as well as those in which we serve by amplifying voices and perspectives to create a culture of belonging, ensuring inclusion, and fairness for all. We foster a culture of inclusion through: Talent, Education & Communication, Employee Groups and Celebration.

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The Associate, Retail Store Systems Support provides dedicated technical support for Ralph Lauren Retail Stores, covering POS computer systems, hardware, and software via telephone, email, and chat tools. This position is fast-paced and multi-task intensive, requiring excellent decision making and top-notch customer service skills. Strong expertise in Windows systems and the ability to confidently troubleshoot over the phone are essential to success in this role.

Working as part of a team, successful candidates will share our values and have an interest in working with the latest technologies to provide exceptional customer service to all Retail Stores in North America, EMEA, and some countries in APAC.

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General

• Serve as the first point of contact for Retail Stores seeking assistance with POS hardware, software, workstations, printers, time clocks, UPS units, mobile devices, interactive screens, or other retail technology issues.
• Deliver clear, confident troubleshooting over the phone, guiding non-technical store users step by step to resolution.
• Provide 24x7 support of applications for Retail Stores and participate in a rotating on-call schedule for off-hour and weekend coverage.
• Apply a logical approach and structured process to problem solving.
• Participate in product and process updates, and create documentation for the same.
• Proactively drive issues to closure and collaborate with peers to resolve them.
• Communicate problems clearly to your team and colleagues, and understand how issues affect other areas of the organization beyond IT.
• Acknowledge and action proactive monitoring alerts as a first responder, escalating where required.
• Take independent action – do things before being asked or forced by events – and contribute creative solutions and innovative ideas.

Operational

• Be an advocate for customer requests; maintain ownership of each request and follow through consistently to resolution.
• Increase Retail Store satisfaction by improving the First Contact Resolution (FCR) rate.
• Review open ticket queues and close tickets upon resolution daily.
• Triage and prioritize issues appropriately, and escalate problems to management when needed.
• Stay current with system information, changes, and updates.

Applications & Technology Expertise

Must Have

• High expertise in Windows 10 troubleshooting, with a strong overall understanding of both Windows and iOS platforms.
• Proven ability to troubleshoot over the phone and through remote support channels.
• Azure Active Directory – hands-on experience.
• Networking – basic knowledge (connectivity, Wi-Fi, and store network fundamentals).
• ITIL – basic knowledge of incident, request, and escalation processes, including an understanding of ticket prioritization and parent/child ticket relationships.
• ServiceNow – basic to intermediate (ticket logging, categorization, routing, and queue management).
• Retail hardware and POS setup – basic to intermediate (registers, receipt printers, barcode scanners, PIN pads, UPS units).
• Xstore POS – working knowledge of Level 1 troubleshooting (login, register, receipt printing, and open/close issues).
• Microsoft 365, Outlook, and SharePoint – working knowledge, with strong Excel skills.

Good To Have

• Exposure to proactive POS monitoring tools (e.g., HAWK) for alert acknowledgement and first response.
• Adyen and payment device troubleshooting – basic knowledge.
• Intune MDM – basic knowledge.
• IBM iSeries – foundation skills.
• TrueVue / RFID – basic knowledge.
• Exposure to connected retail applications such as Mad Mobile, Concierge, RetailNext, or Yoobic.
• SQL / Oracle – basic query and troubleshooting knowledge.

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• Excellent verbal and written communication skills, with the confidence to support store users across global regions over the phone.
• Strong customer service orientation and sound decision making in a fast-paced, multi-task environment.
• Logical problem-solving skills with strong attention to detail.
• Collaborative team player who builds strong working relationships with colleagues and stakeholders.
• Proactive mindset with a “can do” attitude.
• Strong time management and prioritization skills.

Mandatory Requirements

• Minimum 1 year of experience in ITES operations.
• Adaptability to work in rotational shifts as part of a 24x7 support model, which can include nights and weekends.