Technical Store Support

Principal Duties and Responsibilities

• Anticipate and swiftly respond to escalated technical issues
• 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
• Assist 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
• 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
• Takes ownership of any executive/high touch escalation that has been assigned, following through to final resolution

Position Requirements

• 10% travel may be required
• This position is remote eligible after successful completion of training
• On call rotation may be needed at times

Minimum Requirements/Qualifications

• Education: Bachelor’s Degree or 4+ equivalent years of related work experience
• Experience: Minimum 3+ years contact center experience, 4+ years of technical support experience, 2+ years Point of Sale troubleshooting experience
• Knowledge: 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
• Skills: 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

Desired Qualifications

• Experience with ServiceNow and/or other ticketing-based applications
• Experience with Networking, SQL and Meraki preferred but not required
• Critical incident management and process experience
• Experience with defining and managing Customer Service Technology (e.g. Case Management System, Knowledge Base System)
• Management and executive level communication experience (e.g. VP, Director)