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Junior Support Technician
Quality Digital. Register, monitor, and manage Level 1 and Level 2 support tickets .
About the role
Key responsibilities & impact- Register, monitor, and manage Level 1 and Level 2 support tickets
- Provide support to stores regarding systems, point-of-sale (POS) systems, processes, operational questions, promotions, and store organization
- Assist users via voice and chat
- Identify and resolve issues, striving to provide the best user experience
- Route and escalate tickets when necessary
- Monitor service and productivity metrics, ensuring quality and achievement of targets
- Consult, use, and contribute to updates to the knowledge base
- Create and update procedures, support scripts, and solutions for recurring issues in the KCS portal
- Work with support teams to identify opportunities to improve processes and support services
Requirements
What you’ll need- High school diploma
- Knowledge of network troubleshooting, computer hardware and software, Service Desk tools, operating systems, and Microsoft Office
- Previous experience in Help Desk, Service Desk, technical support, or customer service is a plus
- Knowledge of ticketing systems is a plus
- Basic knowledge of Windows, networks, and peripherals is a plus
- Experience with POS or retail systems is a plus
- Knowledge of voice and chat support tools is a plus
- Familiarity with knowledge bases and procedure management is a plus
- Experience monitoring service metrics is a plus
- Availability to work a 6-on/1-off schedule at varying times between 8:00 a.m. and 8:00 p.m.
Benefits
Comp & perks- An environment conducive to learning and professional growth
- Performance evaluations and feedback focused on continuous development
- Meal and/or food allowance
- Medical and dental insurance
- Pharmacy partnerships offering discounts on medications
- Childcare assistance in accordance with the applicable policy
- Partnership with SESC offering a variety of cultural and leisure activities
- Partnerships for language and technology studies, as well as access to a course platform
- Payroll-deducted loans at attractive rates
- Financial education program
- Corporate University and learning paths
- Referral program with opportunities for prizes and bonuses
- Group life insurance