Description
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.
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 con...