Contact Center Customer Service: Technical

Contact Center Customer Service: Technical

 

*Possible Split schedules ** Schedules are subject to change based on business & customer needs as assigned by supervisor or manager.

Responds to customer and Retail Solutions personnel solution/product inquiries via telephone, email, or ticketing system; Provides timely & effective technical resolution of problems or escalation on behalf of customer to appropriate higher-level technical personnel. Troubleshoot reported software, hardware, network problems when they relate to desktop computer and peripherals; Provides case status updates to Customer and Retail Solutions personnel. Ensure customer satisfaction by advising customers on preventive measures, appropriate solutions and configurations which may impact product performance. 24/7 operation including weekends and holidays.  

•  70 % Troubleshoot and perform root cause analysis of reported incidents when they relate to desktop computer and peripherals, also dialing in the desk phones. Receiving in bound calls and making outbound calls
• 10 % Provide Event Management support including 
  • Daily monitoring /checks
  • Logging of noted issues
  • Troubleshoot or assist in troubleshooting of data center related issues
• 5 % The selected candidate will have strong communication skills and look forward to interacting with customer and Retail Solutions division personnel including Support Center Team members, Retail Solutions division engineering staff, Management and Administrative
• 5 % Provide case status updates to Customer and Retail Solutions personnel
• 10 % Develop or assist in development of documentation and standard operating procedures and customer service guidelines relating to IT support of Retail Solutions support systems; Phone Support receiving Customer and Retail Solutions personnel support calls  
• Managing Customer and Retail Solutions personnel support calls including: Logging and support through trouble shooting or advising Logging and escalating or routing call as required

Support Technician will need to be able to write and run SQL, Create/Update/Resolve incidents, Create/Update/Resolve defects, Provide hourly updates, Confirm emails and Teams chat, Monitor and provide prompt confirmation via Teams Chat, Able to update and understand our defect portal accordingly, Update and drive towards resolution 35 or more incidents per day, Gather and provide updates on incidents daily to client and update our ticketing system, Able to work any schedule, all shifts, weekends, holidays. Very flexible with their schedules.  

This is a 24 X 7 operation.

 

This list is intended only as a guide and summary of the typical functions of the position. It is not an exhaustive or comprehensive list of all possible responsibilities, tasks, and duties to which the employee may be assigned. An employee's supervisor may ask the employee to perform additional duties or take on additional responsibilities without notice. This list is neither complete nor permanent and may be amended at any time in the Company's sole discretion.

REQUIRED SKILLS:

• Work well with other departments  
• Ability to confirm constant emails and escalations. (i.e. inc list)  
• Ability to work under pressure and be adaptable in constant change environments  
• Great communication written and verbal  
• Proficient use of standard Microsoft products (i.e.: Excel, Word)  
• Must always exhibit professionalism within teams and clients  
• Must be able to multi-task  
• Be positive and a team player attitude and work well with others
• Service oriented work well under high priority issues  
• Strong understanding of IT configuration and troubleshooting including network, PC, point-of-sale  
• Must be able to troubleshoot and perform root cause analysis  
• Excellent problem-solving skills  
• Strong incident recording in ticketing systems (i.e.: Service Now, Remedy)  
• Competent communication – verbal and written  
• Very detailed oriented  
• Proficient use of standard Microsoft products (i.e.: Excel, Word)  
• Ability to manage customers and Retail personnel support calls successfully and professionally  
• Must have high school diploma or equivalent  
• Must always be sharp and professional  
• Ability to handle customer issues without frustration and work in a very face environment  
• Easy going and calm under pressure  
• Very customer focus/client facing
• Great communicator
• Willing to learn  
• Technical flexibility and adaptability is a must  
• Minimum two (2) years technical support experience  
• Strong understanding of: Computer equipment installation, configuration and troubles