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Support Specialist  

Permanent
Summary:
Support Specialists act in a liaison role for Information Services with all JAS customers throughout the company. Because Information Services functions as a "service bureau" for the customer community, it is essential that the quality and efficiency of Information Technology be maintained at the highest standards.

Scope:
Provides customers with information of problem resolutions.

Essential Responsibilities:
This position is responsible for
- Ensures customer satisfaction by responding to calls to the Help Desk. Logs all customer questions and problems and tracks the same through to resolution.
- Ensures timely escalation of customer problems by documenting the impact to the customer and by assigning an appropriate priority and resolution target.
- Conducts 1st level problem determination using documented procedures and available tools. Records problem symptoms and status information in a timely fashion in an effort to communicate with and properly utilize senior IT staff.
- Ensures problem resolution by maintaining an Action Plan for problem resolution, by initiating and tracking problem assignments to technical resources, vendors, and so forth, and by keeping the customer updated on the status of problem resolution.
- Initiates escalation as appropriate to ensure management awareness of problems that are severe in nature or that are exceeding documented targets.
* Performs other duties as required.
* Depending on assignment the position may require on call responsibility 20% of the time.

Education Requirements:
Minimum: High School Graduate or equivalent
Preferred: Computer or Communication related degree

Experience Requirements:
Minimum:
1+ years of Customer Service and telephone- based customer support of PC?s and Software.

Preferred:
Previous Help Desk experience

Other Skills or Certifications:
MS Office programs (Word, Excel, Access, PowerPoint)
GroupWise
Retail Computer Systems
Working knowledge of SAP
Mainframe Applications
Familiarity with LAN?s and Network printing

Dimensions/Competencies:
* Strong dedication to Customer Service
* Verbal and written communication skills
* Interpersonal skills
* Problem- Solving skills
* Decision- making ability
* Initiative and assertiveness
* Project Management skills
* Organization
* Timeline and deadline
* Technical Acumen
LocationHudson, OH
CountryUnited States of America
Employment AgencyJo-Ann Stores, Inc.
ContactHR
ReferenceJSCBSRC-47148
Posted Date05/21/2011 01:33:04
 
 
 
 
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