Technical Support Specialist

Duration

12

Duration Unit

Month(s)

Req Description

Description

Help Desk Support - POSITION SUMMARY:
Phone heavy position, must have excellent communication skills. This is a high quality customer service support role that implements strong interpersonal and administrative skills to ensure resolutions to all store hardware, software, and procedural processes.

AUTHORITY:
• Direct store support, including having store employees assist with first tier hardware troubleshooting.
• Escalation authority to analysts for tier 2 services.
• Takes necessary action to correct or escalate emergency situations.

MAJOR ACTIVITIES
1. Provides resolutions for stores by isolating problems, researching solutions, and conducting them through corrective steps.
2. Properly documents accurate and detailed information regarding issues, troubleshooting steps, and resolutions or escalations.
3. Utilize probing questions to detect the root cause of an issue to initiate a specific troubleshooting process.
4. Investigates current system information, updates, and outages to stay current with policies and procedures.
5. Maintains strong verbal communication and customer service skills under escalations of emergency and non-emergency situations.
6. Executes an accurate and efficient troubleshooting process to conclude resolutions for each issue.
7. Identifies and reports problem trends with Analysts to track and resolve current and future problems.
8. Provides technical support to corporate associates via email and other means of communication.
9. Obtains increased understanding of POS equipment and procedural processes used by stores.
10. Basic understanding of OS and Networking troubleshooting.

KNOWLEDGE AND SKILLS:
• Strong customer service, interpersonal, verbal and written communication skills. -Successful completion of service at a minimum of “Meets Expectations” in the Incident Management Coordinator position for 6– 12months.
• Successful completion of an appropriate course of study or graduation from an accredited college or trade school or equivalent experience in related industry. -Previous experience in a help desk environment.
• Minimum 3 years’ experience in related field.
• Basic understanding of various hardware and network configurations.
• Preferred knowledge of Apple iOS and software, including handheld equipment, i.e. phones, tablets, etc. Detailed knowledge of Point of Sale hardware and software configurations.
• Detailed knowledge of Microsoft applications and operating systems.
• Detailed knowledge of telecommunications hardware, wiring and services.
• Detailed understanding of remote access systems.

Enterprise Req Skills

help desk support,hardware/software,pos system,customer service

Job Title

Store Technical Support

Top Skills Details

Top 3
1. Customer service and the ability to demonstrate strong professionalism over the phone.
2. Technical Help desk experience
3. Experience troubleshooting of hardware and applications over the phone or in person
4. Type 50 WPM
5. Must be able to start on 7/8. Training is for two weeks and planned vacation or trips will not be allowed during this time and should be discussed with candidates when speaking about the role.

Worksite Address

Columbus,Ohio,United States,43230-1467

Additional Information

Shift-Must be flexible and open to 1st 2nd possible 3rd and weekends
Shift times will likely include one or both weekend days and shift start times could be anywhere between 6am – 5pm. They need people who can work, 1st, 2nd and possibly 3rd shifts and are flexible for these.

Drug Test Required

false

Experience Level

Entry Level

External Communities Job Description

The Help Desk representative will be responsible for providing exceptional customer service and technical support for the following.
• Registers, Mobiles Registers, Printers, Scanners and Cash Drawers
• Back office systems and applications
• ACES, Reporting, E-Mail, Traffic
• All store telecom and network issues
• Stores wireless devices and applications
• Scheduling of vendors and technicians

EVP

• The STS team acts as the gateway into the organization
• Those that apply themselves, demonstrate strong ability to do the job will be viewed as long term resources.
• 2 weeks of training within a group setting along with continues training along the way
• Ability to work with the latest and greatest technologies.
• Hardware room to see physical equipment within stores when supporting customers
• Endless possibility to be moved into different teams across the organization
-Supervisors and trainers started as contractors
-Multiple team members have moved to the Desktop team, Network team, Applications and Asset/Inventory

Work Environment

Group enthronement. Everyone works closely together to achieve common goals. Fast paced.

Additional Skills Tags

Additional Skills & Qualifications

Great personality, flexibility on work shift & Phone presence.

Business Qualification

Impact to the Internal/External Customer

With better support from the team, store managers will be able to get registers back up and running quickly and capture those sales during high traffic times increasing revenue.

Interview Information

1 step in person

Why is Position Open?

Business Challenge

This team is typically at capacity due to the number of calls coming in during their usual business volume. During the holiday months they expect their call volume in spike and are not equipped to handle the extra calls from the Stores to ensure their registers and phone lines are running efficiently