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Helpdesk Technician

3 months ago

Kansas City, United States Guitar Center Full time
Job Description

Essential Functions (not all inclusive):

  • Receive inbound calls, isolating, resolving, or escalating as appropriate
  • Document calls from initial contact to resolution.
  • Network administrative functions, such as modifying accounts, resetting passwords, etc.
  • Off-hours support for patching, hardware/software-related issues, etc.
  • Additional duties as assigned, such as working with peers on assigned projects.
About Guitar Center

The Guitar Center Company embodies the world of creativity and music by encouraging our teammates to find their own individual sound. Our mission is to develop and nurture lifelong musicians and make a difference in the world by enabling musicians and non-musicians alike to experience the joy that comes from creating music. We believe in putting our customers first, engaging with respect and integrity and fulfilling our mission with passion.

The Guitar Center Company operates through several business divisions. Guitar Center is the world's largest retailer of guitars, amplifiers, drums, keyboards, recording, live sound, DJ, and lighting equipment, with more than 290 stores across the United States. 2014 marked the milestone 50th anniversary of the Guitar Center Company as the organization continues to help people make music from coast to coast.

E-Commerce brands Guitar Center, Musician's Friend and WWBW offer online sales of a broad selection of music products. The Music Arts division operates more than 220 stores specializing in band orchestral instruments for sale and rental, serving teachers, band directors, college professors, and students since 1952. AVDG and GCPro headline the enterprise audio-visual integration business, delivering a best-in-class commercial and residential customer experience.

Requirements

To join our band you'll need the following experience:
  • High School Diploma or Equivalent
  • At least one year of any call center experience
  • Experience in effectively diagnosing problems remotely in a help desk or technical support capacity
  • Ability to effectively communicate via phone as well as in person and written communication
  • Excellent customer service skills
  • Project management and decision-making skills
  • Strong independent judgement
  • Excellent analytical, quantitative, organizational, and prioritization abilities
  • Be a confident and clear communicator, both written and verbal
  • Be innovative and proactive and enjoy being a team player
Preferred:
  • A+ or Network+ Certification
  • Experience in a Help Desk/Customer Support environment
  • Familiarity or experience in the Retail industry with POS


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