OBJECTIVE:

This role involves offering customer support services, identifying and resolving and supporting Tier 1 issues related to a diverse range of technological products on a global scale, and ensuring the provision of appropriate services.

ESSENTIAL FUNCTIONS:

• Orders appropriate parts or labor as outlined in procedures and protocols for account support. Plans, installs, and relocates technology products.
• Responsible for Tier 1 problem resolution and coordinating service events of various technology products.
• Responds to incoming service requests.
• Provides Tier 1 help desk support to various customers.
• Receives and logs calls for customers.
• Responsible for meeting contractual service level agreements (SLA) and helpdesk performance criteria.
• Responsible for adhering to established policies and procedures.
• Performs basic diagnostic and troubleshooting on technology products.
• Validates entitlement, processes order, installs/adds technology equipment to sites through Service Call system, and reviews core data for accuracy.
• Manages Service Calls by monitoring queues, shipments, vendors, and customers to ensure a successful event.
• Coordinates testing and confirms completion with customer help desk associates.
• Closes calls in a timely fashion.
• Performs daily reporting tasks.
• Ensure reliable equipment data through proper use of Service Call system.
• Perform any additional responsibilities as requested or assigned.

*** This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required for this job, but more of a general nature. Employee may be asked to perform duties not listed, as required by business needs. Duties, responsibilities and activities may change at any time with or without notice***

COMPENTENCIES:

• Multi-task
• Shift priorities quickly
• Make quick decisions
• Provide overall good judgment in decision making
• Overriding regard to customer service and sense of urgency
• Experience using Work Market/Field Nation Platforms.

REQUIRED EXPERIENCE:

• Must have 1-2 years low voltage cabling experience and understanding
• Must have POS experience, along with 3-5 years hardware experience including hands on.
• Six months’ experience in Tier 1 Help Desk environment

• A combination of training, education, and experience that is equivalent to the employment standard listed above and that provides the required knowledge and abilities.

• Microsoft Suite of products and business hardware systems.
• Strong Knowledge of Microsoft Excel.
• Additional knowledge of multiple software and hardware technologies is preferred
• Experience using Work Market/Field Nation Platforms.
• Excellent Organizational Skills.
• Problem-Solving Abilities

• High School Diploma

WORKING ENVIRONMENT:

The work environment characteristics described here are representative of those a teammate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Moderate noise (i.e. business office with computers, phone, and printers, light traffic).
• Ability to work in a confined area.
• Ability to sit at a computer terminal for an extended period

PHYSCIAL DEMANDS:

Prime Retail Services is an Equal Opportunity Employer. Prime Retail Services does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

If you need assistance or an accommodation due to a disability, you may contact us at recruiting@primeretailservices.com or you may call us at 1 866-504-3511

Experience

• 6 Months of IT Tech Help / Support role

Education

• High School or better

• Bachelors or better
• Associates or better