Job Details
Qualifications
- Operating systems
- Remote access software
- SQL
- Windows
- Writing skills
Benefits
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
Job Description
About us
Retail Data Systems is a small business in Portage, MI. We are challenging, fast-paced, rewarding and our goal is to 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..
Our work environment includes:
- Casual work attire
- On-the-job training
- Safe work environment
Summary:
Front-line phone and remote support for our grocery customers.
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 professionally.
Responsibilities:
- Answer inbound service desk calls, and emails, while monitoring 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 Level 2/Level 3 within established time limits
- Follow escalation processes for incidents requiring additional knowledge and expertise.
- Escalate issues 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 and CRM.
- Validate and deliver solutions provided by Level 2/Level 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 your 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 XP, 7, 8, Server 2003, Server 2008, Server 2012
- System and data backup, recovery, imaging
- Networking, routers, wireless access points
- SQL 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
Experience in one of these industries is beneficial:
- Grocery
- Hospitality
- Fuel & C-Store
Our Values:
- Respect and honesty
- Learning and sharing
- Relaxation and fun
- Responsiveness
- Accountability and ownership
Job Type: Full-time
Pay: From $19.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Retirement plan
Experience level:
- No experience needed
Schedule:
- Monday to Friday
- On call
Ability to commute/relocate:
- Lisle, IL 60532: Reliably commute or planning to relocate before starting work (Required)
Experience:
- Grocery: 1 year (Preferred)
- Software Support: 1 year (Preferred)
- Hospitality: 1 year (Preferred)
Work Location: In person