Technical Store Support Specialist

4 days ago


Chesapeake, Virginia, United States Careerbuilder-US Full time
Job Summary

We are seeking a highly skilled Technical Store Support III to join our team. As a key member of our support team, you will be responsible for resolving prioritized escalations and issue resolution for all in-store technology.

Key Responsibilities
  • Anticipate and swiftly respond to escalated technical issues
  • Ensure accuracy of the data entered in our system
  • Take ownership of any situation that is escalated
  • Perform root cause analysis of escalated scenarios to remedy and enhance procedures
  • Utilize 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 contribute new knowledge/training material and collaborate with Knowledge Analyst
  • Assist in development of internal operational procedures, and processes that may better meet the Enterprise Contact Center's SLAs and KPIs
  • Participate in the governance process and contribute to the strategic direction of the ECC
  • Be a strategic partner to leadership outside of the contact center to make sure that technology, quality, and customer satisfaction are being met
  • Be a key contributor for development and maintenance of the technology needs of the ECC
  • Build and maintain working relationship with the other Managers within the ECC; to ensure communication is effectively delivered and concerns are being addressed appropriately
  • Identify and communicate 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
  • Takes ownership of any executive/high touch escalation that has been assigned, following through to final resolution
Requirements
  • 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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