Support Center Analyst 1

Company Name: Kroger General Office
Position Type: Employee
FLSA Status: Exempt
Line of Business: Costumer Solutions

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Position Summary:

The Support Center Analyst provides remote technical support for various hardware and software applications across the enterprise. The Support Center Analyst is the initial customer contact for issues within the organization. Role model and demonstrate the company's core values of respect, honesty, integrity, diversity, inclusion and safety of others.

Essential Job Functions:

• Provide technical support via phones and/or other media as required.
• Complete and document all calls in the form of Service Tickets through resolution.
• Escalate and monitor tickets through IS&S support layers to issue resolution. Dispatch vendors or division contacts as required for on-site repairs.
• Analyze and determine magnitude of incident, and escalate to management any identified trends affecting our customers to reduce overall incidents to customers.
• Clearly communicate technical analysis and resolution through written documentation within knowledge base.
• Must be able to perform the essential functions of this position with or without reasonable accommodation.

Minimum Position Qualifications:

• Strong customer service background.
• Must be available to provide 24 X 7 support by working shift 2 or 3 as well as weekends when required.
• Strong written and verbal communication skills especially over the phone to effectively communicate information to customers and to all levels within the organization (may rewrite).

Desired Previous Job Experience

• Call Center experience preferred.
• Store experience strongly preferred.

Education Level: None
Required Certifications/Licenses: None
Position Type: Full-Time 
Shift(s): [[mfield4]]

States: Indiana; Kentucky; Ohio
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Jobs at Kroger: At Kroger, we hire people who have a passion for helping others and who want to build a relationship with our Customers. No matter what stage of your career, you can build your future at Kroger. We look for people who want more, aspire to be more and work hard to achieve their goals. Our focus on keeping the Customer first is what makes us successful. As the largest traditional grocery chain in the U.S. and one of the world's largest retailers, we employee more than 368,000 Associates across 34 states and the District of Columbia. We offer many opportunities not only in our stores, but in Manufacturing, Logistics, Marketing, Finance, Human Resources, and many other fields.

 

Company Overview
Kroger Family of Companies employs nearly 431,000 associates who serve customers in 2,778 retail food stores under a variety of in 35 states and the District of Columbia. Kroger and its subsidiaries also operate 2,231 pharmacies, 784 convenience stores, 323 fine jewelry stores, 1,387 supermarket fuel centers and 38 food production plants in the United States. With sales of $109.8 billion in 2015, we continue to grow. Kroger is recognized as one of America’s most generous companies for its support of more than 100 Feeding America food bank partners, breast cancer research and awareness, the military and their families, and more than 145,000 community organizations including schools. Careers with The Kroger Co. and our family of companies offer competitive wages, flexible schedules, benefits and room for advancement.

 

 Posting Notes:  OH || Blue Ash || 11450 Grooms Road || 45242 || Kroger General Office ||  || Call Center; Corporate Call Center; Customer Service; Information Services and Systems; Kroger Support Center || Employee || Non-Exempt || Full-Time || None