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in Atlanta, GA
Revenue Systems Support Analyst
Hours | Full-time, Part-time |
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Location | Atlanta, GA Atlanta, Georgia |
About this job
Aaron's has a long legacy as an industry leader with continued growth. In business since 1955, we have grown to over 2,000 stores across North America built on a foundation of excellence, customer focus, quality products and services. Personally and professionally, we hold ourselves to high standards and an unwavering commitment to do what's right; treating every individual with respect, compassion and integrity. We are highly invested in the communities we serve through our community outreach programs, donating time, products and services locally and nationally.
As a potential Aaron's Associate, you'll share our purpose and passion for making a real difference in the lives of others and the rewards that come from creating strong personal connections for life. You'll be a contributing team member in an environment that embraces challenge and has a strong drive to achieve. We like to set the bar high, roll up our sleeves and work together to out-perform the competition. You'll have an opportunity to work in an environment which prides itself on recognizing and rewarding top performers.
Interested in becoming a NSC IT Revenue Systems Support Analyst at Aaron's? As an NSC IT Revenue Systems Support Analyst in the National Support Center, you play a vital role in delivering quality customer service to Aaron's employees. You will play a key role in shaping a customer's first impression of what it means to receive excellent customer service from within an IT “center of excellenceâ€. Come see why the difference is personal at Aaron's, connect with us today!
Duties
Answer Inbound ACD Calls:
Answer Revenue Systems related ACD calls within duration specified within the KPI (key performance indicator) for average wait time (AWT)
Address all ACD calls within a duration specified within the KPI (key performance indicator) for average handle time (AHT)
Maintain individual call abandon rate that is at least 2% below the departmental goal for abandon rate (ABD)
As needed/requested assist with answering NSC ACD calls.
Inbound E-mail support (All Non-Critical Issue Types)
Respond to inbound e-mails from customers to the NSC regarding Revenue Systems related issues or as needed/requested any email issue sent to the NSC within parameters defined by NSC management.
Inbound Chat Support (All Non-Critical Issue Types)
As needed/requested respond to chats from customers to the NSC within parameters defined by NSC management
Additional Duties
Troubleshoot and resolve incidents related to VIP, Padloc, NSF, Charebacks, RevRun2 etc.
Partner with Treasury and IT groups to support ongoing revenue systems requirements
Must consistently demonstrate the ability to be self-sufficient in resolving pre-defined high level technical issues
Must have EXPERT skills in managing to resolution technical issues performed by the Customer Support Analyst and Customer Support Specialist
Must be proficient in researching for resolutions to IT issues using customary tools such as KB's, internet research and industry publications
Basic knowledge of script writing utilizing SMS
Intermediate knowledge of query writing utilizing MS SQL, MS Access and other query writing tools as defined by NSC management.
Provide accurate and timely logging of problems and resolutions into the problem management system
Utilize SupportCore to work Financial System queue incidents by opening, updating and resolving incidents as necessary in accordance to the process and procedures and Quality standards.
Support special projects as per direction from NSC management
Position Requirements
High School Diploma or GED equivalent
Minimum of 6-months+ experience as an IT Customer Support Specialist at Aaron's or another IT Support organization
Excellent communication and interpersonal skills
Excellent telephone etiquette
Ability to manage multiple tasks at the same time
Advanced computer knowledge including hardware, application and most MS Office suite products
At Aaron's, you will have access to a comprehensive benefits package that includes:
Paid time off including vacation days, sick days and holidays
Ongoing training and development
Medical, dental & vision insurance
401(k) plan
Life insurance
Disability benefits
Employee Purchase Discounts
A drug screen and criminal background investigation are required before beginning employment at Aaron's. A job performance reference check is also required.
Aaron's is an Equal Opportunity Employer