General Function The Store Systems Support/Technical Support Coordinator is responsible for providing technical support in a timely, consistent, and courteous manner to Support Center customers and associates using approved computer systems and applications. The position provides assistance with resolving problems related to hardware and supported applications and explains resolutions in a clear, concise, and professional manner. Major Duties & Responsibilities Provide technical support to customers and associates using supported systems and approved applications. Handle inbound phone calls and inbound chat interactions . Diagnose and resolve technical problems using effective questioning and troubleshooting techniques. Utilize remote diagnostic tools when appropriate to identify and resolve issues. Provide accurate solutions and instructions in a clear, concise, and courteous manner. Interpret error messages generated by system software or application programs and initiate appropriate corrective actions. Place necessary service calls and follow through with service contractors and Support Center customers until resolution. Escalate unresolved issues to appropriate second-level internal or external support teams. Follow up on escalated issues through completion. Assist with quality assurance activities, including reviewing and proofing documentation and procedures related to supported systems. Assist with software updates and coordinate the installation of new software releases from testing through implementation. Assist with the development and improvement of Support Center procedures. Accurately document customer and associate questions, problems, communications, and resolutions in the call-tracking system. Proof and test procedures before implementation. Assist with training users on the operation of supported systems and applications. Maintain a high level of professionalism and customer service throughout all interactions. Work varied schedules, including evenings and weekends, as required.

Internal & External Communications Internal:

Home Office associates Store associates Field Management Support Center teams

External:

Computer maintenance and technical support vendors Service contractors Required Skills & Qualifications Strong technical aptitude. Excellent written and verbal communication skills. Strong problem-solving and troubleshooting abilities. Ability to troubleshoot computer hardware and software issues over the phone or through chat. Strong customer service orientation. Pleasant and professional phone/chat communication skills. Strong organizational skills. Excellent attention to detail. Ability to understand and interpret technical error messages. Ability to follow troubleshooting procedures and document resolutions accurately. Computer hardware and software knowledge. Ability to work independently while knowing when to escalate an issue. Flexibility to work evenings, weekends, and varied schedules. Preferred Experience Previous call center or contact center experience preferred. Previous technical support experience preferred. Previous customer service experience preferred. Experience supporting computer systems or applications. Point-of-Sale (POS) or retail systems experience preferred. Retail industry experience is a plus. Experience providing technical support through phone and/or chat is preferred. Education High School Diploma or equivalent required. College experience preferred. #4002

Pay:

$18.00 - $18.50 per hour

Work Location:

Remote