Service Desk Tech–Level 1

Responsibilities

• Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues
• Deliver outstanding customer service by actively listening, empathizing, and communicating clearly and professionally
• Take full ownership of each ticket from initial contact through resolution, ensuring updates are provided and follow-ups are completed within SLAs
• Strive for first-touch resolution by thoroughly diagnosing and resolving issues during the initial interaction whenever a knowledge article is available
• Escalate tickets with actionable trouble shooting information to the next level of support
• Draft and distribute clear, timely, and professional communications to end users regarding planned system maintenance, service interruptions, or unplanned outages
• Contribute to technical Knowledgebase articles and Troubleshooting guides
• Sending out communications to end users including stores for BT related system maintenance and outages

Requirements

• 1-year experience in technical/support field (preferred)
• Experience working in a retail team-oriented, collaborative environment
• Information Technology related certifications (preferred)
• Knowledge of basic computer hardware, including POS (Point of Sales) systems
• Experience with desktop and server operating systems, including Windows Desktop, Server and Microsoft Office Suite

Qualifications

Commensurate with experience.

Skills

Not specified.

Benefits

• 401(k) Profit Sharing
• Medical, Dental, Vision & More!
• Final compensation will be determined based upon experience and skills and may vary based on location

Pay

Base Salary Range: $24 - $27 Hourly

Schedule

N/A