Customer Support Technician

2 weeks ago


Springfield, Illinois, United States Bass Pro Shops Full time
POSITION SUMMARY:

The Technical Assistance Center (TAC) team is dedicated to delivering exceptional technical support to our valued users through various communication channels, including phone, in-person, and remote access software. The role of the Outfitter Experience Specialist encompasses the creation of incident tickets, providing first-line technical assistance, and executing daily tasks and project responsibilities as assigned.

ESSENTIAL FUNCTIONS:
  • Delivers first-line technical support through phone, email, and chat channels.
  • Facilitates password assistance utilizing tools such as Microsoft Active Directory.
  • Engages with remote management tools to gather information and implement solutions for endpoints.
  • Oversees ticket creation and management processes.
  • Prepares automated messages and communications for end users.
  • Develops knowledge base articles based on routine ticket resolutions.
  • Performs all other duties as assigned.
EXPERIENCE/QUALIFICATIONS:
  • Minimum Degree Required: Diploma/GED.
  • Preferred Degree: Bachelor’s Degree in Computer Science or a related field.
  • Certifications: CompTIA and ITIL certifications are preferred.
  • Experience: A minimum of 2 years in a call center or customer service environment.
KNOWLEDGE, SKILLS AND ABILITY:
  • Intermediate understanding of computing systems, including Microsoft and Apple operating systems, Microsoft Office, and Microsoft Active Directory, with a willingness to learn new systems as they are integrated into the organization.
  • Ability to provide outstanding customer service to end-users through an omni-channel communication strategy, simplifying complex technical solutions for clarity.
  • Demonstrates flexibility and a desire for professional growth, balancing role expectations with other initiatives and projects.
TRAVEL REQUIREMENTS:
  • Initial travel may be necessary for training purposes, but regular travel is not expected.
PHYSICAL REQUIREMENTS:
  • Regularly engages in computer work, alternating between standing and sitting.
  • Occasionally walks.
  • Rarely lifts items weighing up to 50lbs.
INDEPENDENT JUDGEMENT:
  • Completes tasks and responsibilities under general supervision, following established procedures while exercising innovation. Selects from limited alternatives to resolve issues, occasionally applying independent judgment to fulfill work assignments. Frequently recommends improvements to work procedures, policies, and practices.
Full Time Benefits Summary:
Enjoy a range of benefits including discounts on retail merchandise, dining, world-class resorts, and conservation attractions:
  • Medical
  • Dental
  • Vision
  • Health Savings Account
  • Flexible Spending Account
  • Voluntary benefits
  • 401k Retirement Savings
  • Paid holidays
  • Paid vacation
  • Paid sick time
  • Bass Pro Cares Fund
  • And more
Bass Pro Shops is an equal opportunity employer, ensuring that hiring decisions are made without regard to race, color, creed, religion, sex, pregnancy, sexual orientation, gender identity, age, national origin, ancestry, citizenship status, disability, veteran status, genetic information, or any other basis protected by applicable federal, state, or local law.

Reasonable Accommodations:

Qualified individuals with known disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws.

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