IT - Support Services Associate - Dollar Tree Job at Dollar Tree
General Summary:
The Support Services Associates resolves problems for in stores system hardware and software applications and all peripheral devices. He or she will continuously strive to provide not only timely resolution, but in a manner that helps the inquirer clearly understand the resolution. The Associate will provide problem resolution for stores, store support center, distribution center, and field associates or appropriate escalation groups.
Principal Duties & Responsibilities:
Education: High School Diploma or GED required. Associates or Bachelor’s Degree preferred in IT or other related fields.
Experience:
Please Note :
www.bankofmontserrat.ms is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, www.bankofmontserrat.ms provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.
The Support Services Associates resolves problems for in stores system hardware and software applications and all peripheral devices. He or she will continuously strive to provide not only timely resolution, but in a manner that helps the inquirer clearly understand the resolution. The Associate will provide problem resolution for stores, store support center, distribution center, and field associates or appropriate escalation groups.
Principal Duties & Responsibilities:
- Develop and maintain working knowledge of store, corporate, dc, and field application/issues to determine proper course of action for problem resolution.
- Troubleshoot hardware and software in store system issues and related peripheral devices (PDT, scanners, printers, debit machines, keyboards, etc.) by using associated troubleshooting methods/procedures and tools.
- Document all inquiries and resolutions according to Support Services standard practice
- Meet and strive to exceed Support Services KPIs including but not limited to overall customer satisfaction, average handle time, first call resolution, schedule adherence and quality assurance.
- Educate callers on self- service resources to help empower all associates with further issues and inquiries by utilizing the self-help tools available.
- Partner with to further specific subject matter knowledge to increase first call resolution and reduce handle times
- Recognize and notify the leadership team of potential call spikes related to POS issues impacting multiple locations to ensure timely escalation and resolution
- Appropriately escalate inquires to the appropriate department/queue in a timely manner when additional research or analysis is necessary
- Responsible for notifying the team when updates to the knowledgebase are needed
- Participate in special projects as needed
- Perform other duties as assigned
- Office work environment, 40+ work hours per week
- Night and weekend shifts may be required, based on business needs; hours of operation may require schedule flexibility.
Education: High School Diploma or GED required. Associates or Bachelor’s Degree preferred in IT or other related fields.
Experience:
- Knowledge and understanding of IT (Retail Environment)
- Demonstrated effectiveness in customer service and dealing with internal employees
- Demonstrated effectiveness working with contact center technology
- Multi-tasking in a fast paced, call center environment
- Bilingual in English/Spanish a plus
- Ability to consistently deliver high quality customer service in a professional manner
- Strong analytical and problem solving skills
- Customer service focus and strong interpersonal skills required
- Ability to communicate effectively through written and oral communication
- Strong attention to detail
- Ability to work with a diverse audience
Please Note :
www.bankofmontserrat.ms is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, www.bankofmontserrat.ms provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.