Responsibilities for this position may include but are not limited to :
Handles first level calls and performs problem resolution for three class of Trades (NA Company Owned and Operated Stores, NA Franchise, and Canada Commission Agents).
Support and resolve stores Back Office Systems issues related to hardware and software applications, assist store personnel with basic BOS PC issues.
Performs subject matter expert (SME) functions including resolution of Level 1 escalated calls and inbound call overflow.
Logs and tracks all calls using a call tracking tool, responsible for escalating calls as appropriate, and ensures eventual resolution of the incident.
Tracks incidents, documents problems and solutions, and records all activity and communications.
Guides Retailer or Store manager through troubleshooting processes quickly and efficiently to minimize sales disruption and to keep service station operational.
Provides training for procedural problems associated with the supported applications and related components.
Analyzes issues, establishes priorities, anticipates consequences, makes decisions and takes action with fine attention to detail.
Required Qualifications :
Bachelor's Degree in IT, Computer Science, Engineering or other relevant fields
At least 2 years experience in providing IT helpdesk support / call center / customer support
Experience in documenting customer issues and work processes
Proficient in the use of MS Office applications
Good oral and written communication skills
Outstanding skills in teamwork and customer engagement
Must have the propensity to work in a proactive, result-oriented, and customer-focused environment
Enjoy working with people of diverse cultural backgrounds
Willing to work on night shift (PST hours)