Tech Support Analyst

Full Time
Scottsdale, AZ
$17.00 - 22.00 /hour
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Gearfire is a growing SaaS company whose innovative products give our customers the ability to sell online and manage their retail locations. From eCommerce software to payment processing solutions, we are the one-stop-shop for the modern outdoor retailer.

We found success in helping small businesses succeed and are proud to have been awarded for being a top eCommerce, point of sale, and payment processing solution provider, and are paving the way for retailers across the country with over $2B transactions processed in the last two years.

Gearfire was recently ranked 1,998 on the INC 5000 list and is looking forward to breaking into the INC 500 within the next couple years.

We are growing and looking for motivated individuals to join our AXIS team and help continue the mission of proudly serving small businesses across the country at over 4,500 and counting.

We provide Retail Management System Solutions to the firearms industry through our sister company, RTG Holdings, based in Sauk Rapids, MN. RTG specializes in streamlining business processes, handling complex firearms transactions with ease and connecting the retailer to eCommerce solutions. Our retail management system suite of products is #1 in the industry.

The position, based in our Scottsdale office, will provide excellent technical support to firearms retailers across the country. The position is full time but some evening or weekend hours may be necessary. Ability to be flexible with your hours and switch with other employees is a necessity. We all help cover for each other!

What the job requires:

  • Accurately document descriptions of all problem descriptions and their resolution in the CRM and submit technical articles to the centralized knowledge base
  • Manage and resolve multiple customer cases in a highly demanding environment while maintaining a high level of customer satisfaction
  • Take ownership of customer issues to include; routing, prioritizing, troubleshooting to resolution and ensure that the appropriate documentation is completed after each incident
  • Escalate complex problems in a timely manner
  • Receive and eventually develop peer-to-peer training in all appropriate products as well as the specific ways they are integrated into larger networks and complex solutions
  • Work in collaboration with members of the wider support team to share information between one another.
  • Install and support newly developed programs retailer databases and train retailers as needed

Knowledge and Experience we're looking for:

  • Ability to effectively handle difficult customer situations and maintain a friendly demeanor while working in a fast-paced environment
  • Understands basic financial principals
  • Ability to work independently while working in a team environment
  • Work remotely to solve all customer related issues
  • Excellent communication skills
  • A.A.S. in Computer Programming or Networking preferred
  • 3 - 5 years of Technical Experience preferred especially supporting commercial software
  • 1-3 years of previous help desk experience preferred
  • Retail industry experience desirable
  • Knowledge of PC’s, LANs and peripherals
All successful applicants must undergo a background check before hiring. We are an E‐Verify employer.

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