Provides user friendly and professional step by step telephone support to resolve calls routed from the ACD queue and voicemail messages.
Documents all service calls and requests using current call management/tracking tools supplied by the company. Updates issues with status information including any actions taken, leveraging senior Technical Support staff when appropriate.
Utilizes various support tools to troubleshoot and research user issues: Examples – Knowledge Bases, RDP, SCCM, SolarWinds, SharePoint and the AS/400 platform.
Troubleshoots connectivity issues with analog modem telephone lines/cords, DSL modem and router and open repair tickets with appropriate vendor when necessary
Identifies possible PCI data security breaches by contacting stores on a quarterly basis and verifying security policies are being followed.
Verifies successful completion of daily jobs (DM Snapshot and Nitejobs)
Completes nightly closing procedures
Completes monthly jobs
Maintains DM/TM location spreadsheets on weekends and holidays
Looks up Beauty Club card numbers for customers whose cards are lost or stolen
Submits changes and suggestions for the Knowledge Base in Service-Now or SharePoint
Assists in completion of morning polling (contact stores missing data with instructions for transmitting data)
Maintains inventory tracking system by properly logging ship calls, closes ship calls once equipment has been installed and calls stores to request delinquent equipment be returned and tracking lost parts via UPS web site.
Trains and assists new POS Coordinators
Assists with the upgrade and installation of POS systems at new stores and adds new registers to already multiple register systems.
Broad range of network, desktop and mainframe knowledge is highly desirable, including experience in the following:
Network Experience: DSL, Wireless, Routers, Ethernet
Desktop Experience: Windows 7, knowledge of basic System Administration functions
Basic Networking: Familiarity with connectivity software, Point-of-Sale preferred
Basic computer architecture and hardware integration with other peripherals
High School graduate or equivalent
Associate or Bachelor’s Degree preferred, Computer Science
Requires 1 – 4 years of POS experience in a help desk capacity
Two year technical degree or equivalent related work experience
Experience in a networked computing environment
Proven commitment to high quality customer service
Accurately analyze severity of problem and escalate according to set procedures
Demonstrate strong customer service by focusing on courteous phone demeanor, sense of urgency, awareness of other incoming calls, thoroughness in documentation of service requests, and prompt follow-up to ensure total customer satisfaction
Strong written/oral communication skills, patient and friendly phone skills, good typing, organizational and time management skills
Ability to multi-task while remaining focused on quality and results
Ability to handle 35 to 50 inbound calls daily in a fast-paced Help Desk environment
Ability to adapt to change and changing schedules/situations
Ability to work rotating shifts, weekends and holidays