SSO Customer Service/Help Desk Associate
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Job ID:
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2012-14485
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# Positions:
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1
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Location:
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US-PA-Pittsburgh
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Posted Date:
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12/14/2012
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Category:
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Customer Service/Support
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More information about this job:
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Job Summary:
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Responsible
for store communications, incident reporting and the coordination of
problem management system, and daily polling monitoring. Position is
required to consult with a supervisor before taking action on calls that
are not routine and/or not documented.
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Essential Duties and Responsibilities:
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- Track and record caller information, create call tickets, prioritize requests, and document status of problem resolutions
- Resolve less complex store phone calls and questions with regard to POS register hardware, software, and procedures
- Evaluate
routine problem situations and determine which emergency operations or
escalation procedures are required by consulting with a supervisor
before taking action
- Place
service calls or utilize depot maintenance on POS equipment. This
includes troubleshooting, dispatching service providers and/or
maintenance shipping of hot spares by consulting with a supervisor
- Gain
a basic working knowledge of all store equipment, store operational
procedures, register hardware, and register software for Corporate and
Franchise POS Systems
- Gain a basic knowledge of the Remoteware polling process and communications between the corporate host system and each store
- Send mission critical files to stores on a daily basis
- Gain a working knowledge and utilize basic DOS structures and commands
- Perform duties as assigned
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Job Specifications:
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Required:
- High School diploma
- 0+
years of customer service experience in a retail or call center
environment, or equivalent of combined education and experience
Skills and Abilities:
- Outstanding oral and written communication skills
- Interpersonal skills required to deal politely, courteously, patiently and confidently with all personality types
- Strong problem solving skills required and detail oriented
- Ability to follow documented procedures with minimal supervision
- Must have typing skills to efficiently log all reported problems
- Prior telephone experience preferred
- Must be proficient in MS Word, MS Excel, MS Access, MS Outlook and Internet Explorer
- Ability to work varied schedules including holidays, evenings and weekends.
- Have access to reliable transportation since Help Desk work requires prompt arrival times
- Candidates must possess interest in holding Help Desk position for at least one year
- Ability to sit for long periods of time
- Ability to work a flexible schedule including holidays, evenings and weekends.
Supervisory Responsibilities
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