IT Support Specialist
1 week ago
As a valued member of the Meijer team, you will play a critical role in providing exceptional support to our IT users. This position requires a high degree of customer service, technical expertise, and timeliness. You will be responsible for providing first-level assistance for defined problems, escalating trouble tickets as necessary to higher level staff, and interacting frequently with customers to ensure effective communication and problem-solving.
Key Responsibilities:
- Provide accurate and creative solutions to user problems of moderate nature to ensure user productivity.
- Enhance and develop quality support methods and communication skills through coaching feedback and other developmental approaches.
- Assist in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction.
- Research, resolve, and respond to questions received via telephone calls, letters, and callbacks in a timely manner, in accordance with standards.
- Escalate problems to appropriate individual based on established guidelines and procedures.
- Maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers.
- Participate in team projects that enhance the quality or efficiency of Helpdesk service.
Requirements:
- Bachelor's degree or equivalent.
- Prefer experience in computer systems or IT support.
- Understanding of multi-platform environments.
- Excellent customer service and interpersonal skills; telephone etiquette.
- Ability to use customer service standards and follow guidelines, as well as to help others interpret policy.
- Thorough understanding of trouble ticket process.
- Excellent organizational skills.
- Strong oral and written communication skills (technical and non-technical).
- Demonstrated problem-solving skills.
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