IS Technician Helpdesk

Smithfield, RI

Post Date: 08/24/2017 Job ID: 23361 Category: Information Technology / IT

Training:
  • 8: 00am- 4: 30pm
  • 1 weekend day per week will be required.

Shift:
  • This call center is open 24/7, workers will need to work holiday and weekend days as scheduled.
  • Workers are assigned 8 hours days with overtime as needed.
  • Start time between 8am to 11am or
  • 9am to 12pm.

Position Summary:
  • This entry level position requires the prompt technical responses to questions from store and pharmacy employees regarding troubleshooting, diagnosing, and resolving problems retail photo systems only.
  • This position requires a thorough knowledge of problem escalation and follow-up processes to ensure timely resolution of reported issues.
  • Related online diagnostics are used for troubleshooting; incidents are tracked in a case tracking system.
  • The primary role of this position is to take live trouble-shooting calls daily 100% of the time.
  • This position must deliver outstanding customer service in a timely and efficient manner and with a demonstrated commitment to 1st call resolution and overall customer satisfaction.

Responsibilities:
  • Responsible for resolving customer inquiries by using the tools provided to services the customer quickly, efficiently and thoroughly.
  • Prompt response to questions from store employees by troubleshooting, diagnosing, resolving problems and overall store support and installations.
  • Document problems accurately and succinctly in the appropriate support tools provided.
  • Maintain knowledge with accurate and up to date information relating to current policies, procedures and troubleshooting techniques.

Qualifications:
  • A minimum of 6 months related work experience required, ideally in a call center, technical or customer service related role 1 to 2 years experience working in a service oriented call center.
  • Must demonstrate analytical, problem solving and interpersonal skills.
  • Must have excellent Customer Service skills.
  • Must have competent PC skills, Particularly in Excel and Access.
  • Must have excellent verbal and listening communication skills.
  • Must have excellent writing skills.
  • Able to work in a flexible 24/7 work environment, preferred.
  • Prior experience in a retail store with photo processing equipment a plus.

Education:
  • Associate or Technical degree preferred.
  • High School Diploma or GED required.

A-Line Staffing Solutions

877-782-3334


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