Client Services Technician

2 months ago

Ontario, United States Heritage Grocers Group Full time

At Heritage Grocers Group, LLC, how we work is defined by shared values that include absolute integrity, respect, and collaboration. However, it’s more than that; it’s smart and highly driven people united in purpose to serve one another.

Bring your energy and unique perspective and you’ll have the opportunity to grow with us professionally, personally, and financially. You’ll be part of a team that genuinely cares about helping you succeed, and you’ll work alongside talented colleagues, while making a difference in our communities.


POSITION SUMMARY:

The Client Services Technician is responsible for providing service and technical support to Heritage Grocers Group and its companies, located throughout the western United States.

This role performs a wide range of duties as assigned within the following major categories:

Help Desk

Administer support requests submitted via phone, email, or the help desk portal. This includes ticket creation, updates, and follow-up to ensure prompt, accurate, and high-quality customer service along with accurate SLA and trend analysis reporting.

Store Support

Conduct both remote and field visits to stores to provide problem analysis and resolution, project rollout/deployment support, and maintain high availability of store operations systems including POS hardware/software and peripherals, inventory/ordering hand-held scan devices, counter scales, department desktops and printers, phones and mobile devices, intercom systems, and other miscellaneous client end-point hardware and software.

Support Center/Distribution Centers

Provide technical support, analysis and problem resolution for client desktops/laptops and associated peripheral devices, printers, phones and mobile devices, department multi-function printers, warehouse printers, inventory control hand-held scanners, and other miscellaneous supporting hardware and software.

On-Call Rotation

Participate in on-call rotation schedule over a five to seven-week interval depending on department and team members holiday and vacation schedules.


ESSENTIAL DUTIES AND RESPONSIBILITIES:

The essential duties and responsibilities of this position include, but are not limited to, the following:

  • Responsible for dispatching all incoming scheduling emails
  • Transfer data from paper formats into computer files or database systems using keyboards, data recorders or scanners
  • Compile verify accuracy and sort information according to priorities to prepare source data for computer entry.
  • Review data for deficiencies or errors and correct any incompatibilities
  • Research and obtain further information for incomplete documents
  • Scan documents and print files in a timely manner.
  • Maintain information confidential.
  • Respond to queries for information and access relevant files.
  • Comply with data integrity and security policies.


SKILLS AND QUALIFICATIONS:

  • First and second level troubleshooting and resolution of technical issues as assigned in categories listed above.
  • First level troubleshooting of network and telephone services (WAN, LAN, VoIP) and servers; physical and virtual.
  • Perform scale installation, maintenance, and calibration.
  • Produce timely and detailed service reports including updating and resolving assigned tickets.
  • Generate and maintain documentation including processes and procedures, training guides, and diagrams as applicable.
  • Operate administrative and monitoring software and utilities as required in support of duties above.
  • Follow all company published policies and procedures.
  • Operate vehicle in a safe manner.


Knowledge and Skills:

  • Ability to troubleshoot, test, repair and service technical equipment
  • Able to use various software packages and utilities to diagnose issues
  • Comprehend customer requirements and make appropriate recommendations
  • Project an image of professionalism in communication, appearance and conduct.
  • Maintain a sense of urgency and attention to details in resolving issues and project deliverables
  • Build positive relationships with customers
  • Collaborate with other IT technical teams and shares information across the organization
  • Scale certification required (company will subsidize training)
  • A+ certification preferred
  • Capable of lifting 50lbs


Required Education and Experience:

  • Bachelor’s degree in computer science, information systems, or related field desired.
  • 1-3 years of relevant work experience, preferably in the grocery or similar retail industry.

Position Type/Expected Hours of Work

This is a non-exempt level position. May be required to work after hours and weekends.

PHYSCIAL DEMANDS AND WORK CONDITIONS:

The physical demands and work conditions below represent those that must be met to successfully perform the essential functions of this job. Some requirements may be modified to accommodate individuals with disabilities:

  • While performing the duties of this job, the employee is regularly required to sit, stand, and use the hands to handle objects, tools or controls.
  • Successful performance requires vision abilities that include close vision and the ability to adjust focus.
  • The work environment is that typical of an office and retail grocery store.


IMPORTANT DISCLAIMER NOTICE

The job duties, elements, responsibilities, skills, functions, experience, educational factors, and the requirements and conditions listed in this job description are representative only and not exhaustive of the tasks that an employee may be required to perform. The Employer reserves the right to revise this job description at any time and to require employees to perform other tasks as circumstances or conditions of its business or the work environment change.

Disclaimer:

Pay Scale $25.00 to $27.00.

The pay scale above is the salary or hourly wage range that the Company reasonably expects to pay for this position.

Within this range, individual pay is determined by location and other factors including, but not limited to, specific skills, relevant work experience, and relevant education and/or training. This information is provided to applicants in accordance with California Labor Code § 432.3 and state and local minimum wage standards.

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