- Responds to customer and Retail Solutions personnel solution/product inquiries via telephone, email, or ticketing system;
- Provides timely & effective technical resolution of problems or escalation on behalf of customer to appropriate higher-level technical personnel.
- Troubleshoot reported software, hardware, network problems when they relate to desktop computer and peripherals
- Provides case status updates to Customer and Retail Solutions personnel.
- Ensure customer satisfaction by advising customers on preventive measures, appropriate solutions and configurations which may impact product performance.
- 70 % Troubleshoot and perform root cause analysis of reported incidents when they relate to desktop computer and peripherals, also dialing in the desk phones. Receiving in bound calls and making out bound calls.
- 10 % Provide Event Management support including: Daily monitoring /checks* Logging of noted issues; Troubleshoot or assist in troubleshooting of data center related issues
- 10 % Develop or assist in development of documentation and standard operating procedures and customer service guidelines relating to IT support of Retail Solutions support systems; Phone Support receiving Customer and Retail Solutions personnel support calls
- 5 % The selected candidate will have strong communication skills and look forward to interacting with customer and Retail Solutions division personnel including: Support Center Team members; Retail Solutions division engineering staff; * Management and Administrative
- 5 % Provide case status updates to Customer and Retail Solutions personnel
- Logging and escalating or routing call as required
Support Technician will need to be able to:
- Ability to write and run SQL
- Create/Update/Resolve incidents
- Create/Update/Resolve defects
- Able to update and understand our defect portal accordingly.
- Update and drive towards resolution 35 or more incidents per day
- Gather and provide updates on incidents daily to client and update our ticketing system
- Able to work any schedule, all shifts, weekends, holidays. Very flexible with their schedules. This is a 24 X 7 operation
Currently schedule (Schedules are subject to change based on customer needs as assigned by manager):
Thursday - Monday (7:30 am - 4:30 pm)
Sunday - Thursday (11 am - 8 pm)
Sunday - Thursday (1 pm - 10 pm )
Tuesday - Saturday (7 am - 4 pm)
Tuesday - Saturday (1 pm - 10 pm)
Tuesday - Saturday (11 am - 8 pm)