Support/Service Technician – Dallas - Fort Worth, TX
Summary:
Front-line phone support and on-site service for grocery industry.
Purpose:
Create a positive customer support experience and build strong relationships through understanding problems, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.
- Answer inbound service desk calls, emails, and monitor issue queues
- Provide troubleshooting and clarification of issue or request
- Create and update incident records for tracking and documenting issues or requests
- Regular communication with customers, providing updates on open issues
- Categorize and prioritize issues and requests using defined standards
- Maintain resolution of 75% of all incoming calls without escalation to Level 2/Level 3 within established time limits
- Follow escalation processes for incidents requiring additional knowledge or expertise, or not meeting the expected service level agreement for resolution
- Monitors issues escalated to Level 2 to ensure timely resolution and maintain customer communication
- Use, update, and maintain knowledge base documents
- Validate and deliver solutions provided by Level 2/Level 3
- Provide after-hours support as part of the on-call rotation
- Provide feedback and recommendations to other internal teams to improve product delivery and reduce support requests
- Expand your knowledge of components, applications, and business activities to advance your abilities and responsibilities for promotion opportunities
Qualifications/Credentials:
- Must be self-motivated, organized and punctual
- Good driving record and able to travel to customer sites in your area
- Interpersonal skills
- Clearly communicate verbally and in writing with co-workers and customers
- Can handle high call volume in high-pressure situations
- Able to prioritize issues and activities effectively
- General IT proficiencies
- Troubleshooting and diagnostic skills
- PC hardware
- Operating Systems: Windows XP, 7, 8, Server 2003, Server 2008, Server 2012
- System and data backup, recovery, imaging
- Networking, routers, wireless access points
- SQL Database basics
- Office suite applications, email clients, browsers
- Security practices - passwords, firewalls, antivirus, and anti-malware
- Remote desktop support, FTP
- POS Systems - identify components, software applications and business activities for the following customer industries and platforms
Experience in one of these industries is beneficial:
- Grocery
- Hospitality
- Fuel & C-Store
Our Values:
- Respect and honesty
- Learning and sharing
- Responsiveness
- Accountability and ownership
Benefits:
- Competitive wages
- Health and Dental benefits
- 401k
- Mobile Phone Plan
Job Type: Full-time
Please fill out the application form to apply for this position.