Technical Support Specialist III
1 month ago
The Store Technology Analyst is a key role within our organization, responsible for resolving prioritized escalations and issue resolution for all in-store technology.
This role serves as the final escalation point for all store technology issues, providing lead investigation, root cause analysis, and final resolution for escalated POS and technical issues.
The ideal candidate will have a strong background in technical support, with experience working within a team to test the design, deployment, and support of future processes.
Responsibilities include:
- Anticipating and swiftly responding to escalated technical issues
- Ensuring accuracy of the data entered in our system
- Taking ownership of any situation that is escalated
- Performing root cause analysis of escalated scenarios to remedy and enhance procedures
- Utilizing reporting and logic to determine deficiencies in processes
- Responsible for assisting in issue resolution for third-party vendors to support day-to-day operations
- Regularly contributing new knowledge/training material and collaborating with Knowledge Analyst
- Assisting in development of internal operational procedures, and processes that may better meet the Enterprise Contact Center's SLAs and KPIs
- Participating in the governance process and contributing to the strategic direction of the ECC
- Being a strategic partner to leadership outside of the contact center to ensure that technology, quality, and customer satisfaction are being met
- Being a key contributor for development and maintenance of the technology needs of the ECC
- Building and maintaining working relationships with other Managers within the ECC; to ensure communication is effectively delivered and concerns are being addressed appropriately
- Identifying and communicating unusual events impacting the ECC
- Subject Matter Expert for all store technology
- Responsible for collaborating with training and aiding in the transition knowledge for new store technology
- Taking ownership of any executive/high-touch escalation that has been assigned, following through to final resolution
Requirements include:
- Bachelor's Degree or 4+ equivalent years of related work experience
- Minimum 3+ years contact center experience
- 4+ years of technical support experience
- 2+ years Point of Sale troubleshooting experience
- Excellent knowledge of networking solutions including cable management and cellular internet
- Experience working within a team to test the design, deployment, and support of future processes
- Experience in developing and implementing store support service strategies
- Strong team development skills; excellent at clarifying common goals among diverse staff members, gaining consensus on an overall approach, and building a collaborative environment
- Strong track record of delivering initiatives in a timely manner
- Excellent team player and team builder
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