Technical Support Specialist

2 days ago

Grand Rapids, Michigan, United States Meijer Full time
Job Description:

We are seeking a highly skilled and detail-oriented Helpdesk Associate to join our team at Meijer. As a key member of our support team, you will be responsible for providing top-notch customer service and technical expertise to our customers.

About the Role:

This is an exciting opportunity for individuals who enjoy working in a fast-paced environment and are passionate about delivering exceptional customer experiences. As a Helpdesk Associate, you will be the first point of contact for customers seeking assistance with various IT-related issues. Your primary responsibility will be to troubleshoot problems, provide solutions, and escalate complex issues to higher-level staff as needed.

Key Responsibilities:

  • Provide accurate and timely solutions to user problems of moderate complexity to ensure seamless productivity.
  • Enhance and develop quality support methods and communication skills through coaching feedback and other developmental approaches.
  • Collaborate with cross-functional teams to resolve user and support issues across company sites, ensuring timely knowledge sharing and positive impact on user satisfaction.
  • Analyze, research, and respond to questions received via telephone calls, letters, and callbacks in a prompt and professional manner, adhering to established standards.
  • Evaluate and escalate problems to appropriate personnel based on established guidelines and procedures.
  • Maintain and update printer control tables and printer appliances, as well as pager tables and physical pager inventory.
  • Modify Incident Ticket application tool and Helpdesk Processes document tool settings as required.
  • Stay up-to-date on relevant product offerings and support policies to provide technically accurate solutions to customers.
  • Attend training sessions and participate in workshops to enhance technical knowledge and skills.
  • Contribute to team projects that improve the quality or efficiency of Helpdesk services.
  • Support special product-related issues as needed.

Requirements:

  • Bachelor's degree or equivalent in a related field.
  • Prior experience in computer systems or IT support is preferred.
  • Familiarity with multi-platform environments.
  • Exceptional customer service and interpersonal skills, including telephone etiquette.
  • Ability to use customer service standards and follow guidelines, as well as assist others in interpreting policy.
  • Thorough understanding of trouble ticket processes.
  • Excellent organizational skills.
  • Strong oral and written communication skills (technical and non-technical).
  • Demonstrated problem-solving skills.
  • Able to maintain high levels of client trust and confidence in the group's knowledge of and concern for clients' needs.
  • Capable of involvement in multiple projects throughout all life-cycle phases, ensuring alignment with established direction and standards.

Compensation:

The estimated annual salary for this position is $55,000 - $65,000, depending on location and experience. This figure includes base pay, bonuses, and additional benefits. We strive to offer competitive compensation packages that reflect the value we place on our employees' contributions to our organization.

About Us:

At Meijer, we are committed to creating a positive work environment that supports the growth and development of our employees. Our goal is to foster a culture of collaboration, innovation, and inclusivity, where everyone feels valued and empowered to succeed.

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