Technical Store Support Specialist
4 days ago
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
- 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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