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Store Solutions Technical Support Representative
4 months ago
Overview:
Answer incoming calls from store level to analyze, troubleshoot and resolve technology and equipment issues.
Responsibilities:- Provide first line technical support for technology hardware and software and troubleshoot maintenance equipment issues at store level.
- Route store level inquires to specific corporate departments who can take action on issues and/or answer questions appropriately.
- Monitor, evaluate and analyze system alarms via Device Monitoring applications. Create calls and dispatch technicians as necessary.
- Identify and escalate priority issues.
- Review and recommend modifications to procedures and processes to Management team.
- Coordinate service with Facility Support Technicians, Field Technicians and Dispatch Specialists to address equipment issues at store level.
- Contact outside service providers to handle issues as deemed necessary.
- Use reports and technology as a tool to ensure issues are resolved.
- Provide on-the-job to new employees.
Qualifications:
(Equivalent combinations of education, licenses, certifications and/or experience may be considered)
Education
- High School/GED/Sheetz Training required
Experience
- Minimum 2 years Call Center or Help Desk Experience preferred
Licenses/Certifications
- N/A
Tools & Equipment
- General Office Equipment