Summary Front line phone and remote support for all our customers
- including grocery, and hospitality industries Purpose Create a positive customer support experience and build strong relationships through understanding problems, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.
Responsibilities Answer inbound service desk calls, emails, and monitor issue queues Provide initial troubleshooting and clarification of issue or request Create and update incident records for tracking and documenting issues or requests Regular communication with customers, providing updates on open issues Categorize and prioritize issues and requests using defined standards Maintain resolution of 75% of all incoming calls without escalation to Levels 2-4 within established time limits Follow escalation processes for incidents requiring additional knowledge or expertise, or not meeting the expected service level agreement for resolution Monitors issues escalated to Level 2 to ensure timely resolution and maintain customer communication Use, update, and maintain knowledge base documents Validate and deliver solutions provided by Levels 2-3 Provide after hours support as part of the on-call rotation Provide feedback and recommendations to other internal teams to improve product delivery and reduce support requests Expand knowledge of components, applications, and business activities to advance your abilities and responsibilities, graduating to a Level 2 position Qualifications/Credentials Interpersonal skills Clearly communicate verbally and in writing with co-workers and customers Can handle high call volume and high pressure situations Able to prioritize issues and activities effectively General IT proficiencies Troubleshooting and diagnostic skills PC hardware
Operating Systems:
Windows, iOS, Android System and data backup, recovery, imaging Networking, routers, wireless access points Database basics Office suite applications, email clients, browsers Security practices
- passwords, firewalls, antivirus, and anti-malware Remote desktop support, FTP POS Systems
- identify components, software applications and business activities for the following customer industries and platforms
- Grocery and Hospitality.
Prior experience in one of these industries is beneficial Grocery Hospitality Our Values Respect and honesty Learning and sharing Relaxation and fun Responsiveness Accountability and ownership
Job Type:
Full-time Pay:
$18.00
00 per hour
Benefits:
401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Parental leave Retirement plan
Education:
High school or equivalent (Preferred)
Experience:
Help desk: 1 year (Preferred)
License/Certification:
Driver's License (Preferred) Ability to
Commute:
Minneapolis, MN 55447 (Required) Ability to
Relocate:
Minneapolis, MN 55447: Relocate before starting work (Required)
Work Location:
In person
