Customer Support Analyst I

Job Description

PPG: BRINGING INNOVATION TO THE SURFACE

PPG Industries' vision is to continue to be the world's leading coatings and specialty products company. Through leadership in innovation, sustainability and color, PPG helps customers in industrial, transportation, consumer products, and construction markets and aftermarkets to enhance more surfaces in more ways than does any other company. PPG is committed to providing a fulfilling workplace for employees, creating an environment for continuous learning and embracing the ideas and diversity of others. Founded in 1883, PPG has global headquarters in Pittsburgh and operates in nearly 70 countries around the world. PPG shares are traded on the New York Stock Exchange.

Furthermore IDG's Computerworld recently announced PPG Industries as a 2014 Best Places to Work in IT, making us one of 100 top organizations that challenge their IT staffs while providing great benefits and compensation.

Position Description

Individuals in this job position perform work at the entry level within this job family.

The Customer Support Analyst I (CSA1) provides support to end users on a variety of issues. Incumbents identify, research, and resolve technical problems. They respond to telephone calls, emails, and personnel requests for technical support. CSA1s perform pro-active monitoring of PPG’s computer systems through appropriate tools. They document, track, and monitor problems to ensure timely resolutions. Incumbents rely on instructions and pre-established guidelines to resolve issues.

Skills:

Awareness of at least one of the following:
o PPG standard desktop, tools & utilities
o Computer operating systems, tools & utilities
o IT networks and voice services (e.g. wiring, hubs, switches, PBX, voice mail)
o Process control and monitoring (i.e. PLC, MMI)
o Call Center technologies (e.g. IVR, CTI)

• Successful completion of the IT Entry Logic and Problem Solving Test
• Good problem solving abilities
• Availability to work rotating shifts and holidays and be on-call
• Strong verbal communication skills, including the ability to document operations procedures
• Strong customer service skills and the ability to deal with all types of customer service requests
• Good analytical, communication, problem solving, and organizational skills
• Ability to effectively work independently or in a team environment
• Ability to effectively interact with a diverse user base
• Ability to work in a office or retail store environment with sensitivity for safety and physical security

Business specific technical requirements include:

• Knowledge of retail site phone system technologies to include Voice Over IP, voicemail, system hardware and central management of these systems
• Familiarity with retail point of sale(POS) solutions
• An understanding of Payment Card Industry (PCI) regulations is desired
• Experience with Virtual Private Network (VPN) environments in retail store operations
• Knowledge of Active Directory
• Familiarity with system staging best practices

Interpersonal

The Customer Support Analyst I is organized, detail-oriented and comfortable working within a team structure. Incumbents will interact with individuals at all levels. They facilitate communication between technical and non-technical resources on projects and throughout their daily support activities. This will include coordination of store opening activities in different regions, including external vendors. Customer Support Analyst Is foster and maintain good working-relationships with customers and IT colleagues to meet expected customer service levels.

Qualifications

Requirements:

• A 4-year degree in Computer Science, Engineering, or related discipline
• 1-2 years technical support experience in a computer-related area
• Knowledge of commonly used concepts, practices, and procedures in the related field
• 1-2 years of retail store support experience in a retail store environment with at least 400 stores.

Preferred:

• Fluency in Spanish is preferred.

Skills:

• An understanding of basic concepts terminology and practical application of current and emerging technologies.
• Has a good understanding of how to support multiple store locations within the US and other countries
• Support of 3rd party vendor relationships
• General understanding of retail sales locations and associated technologies to support store operations
• Good verbal and written communications skills, with an ability to express complex technical concepts in audience appropriate terms
• Work under the direction of the Project Leader II while keeping focused on short and long-term objectives.
• Good organizational skills and detail oriented
• Ability to balance competing priorities and adjust daily activities within a dynamic environment
• Analytical skills for identifying and solving problems

PPG prides itself on the quality of its employees and as such, candidates who receive a job offer will be required to successfully pass a hair drug/toxins test and a background check.
PPG Industries, Inc. offers an opportunity to grow and develop your career in an environment that provides a fulfilling workplace for employees, creates an environment for continuous learning, and embraces the ideas and diversity of others. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, color, creed, religion, national origin, age, disability status, protected veteran status, marital status, sexual orientation, gender identity or expression, or any other legally protected status. PPG is an Equal Opportunity Employer.