Dollar Tree SUPPORT SERVICES ASSOCIATE in Chesapeake, Virginia

121694BR

Title:

SUPPORT SERVICES ASSOCIATE

Department:

IS HELP DESK

Division:

Corporate

Job Description:

This position reports to a Support Services Team Leader

Provides problem resolution for store system customers, store support center, distribution center, and field customers or escalation to appropriate IS group

Primary Duties:

  • Develop and maintain a basic working knowledge of store applications, corporate/dc/field issues to determine proper course of action for problem solution.

  • Perform hardware and software troubleshooting in accordance with documented requirements and departmental standards to ensure technically accurate solutions.

  • Decide when escalation is required and escalate appropriately.

  • Provide accurate call documentation; detailing specific issues, procedures and results.

  • Recognize potential global issues based on the type or volume of calls coming in and sharing information with Team Leader on duty.

  • Maintains a highly developed sense of integrity and commitment to customer satisfaction.

  • Maintain familiarity with and utilize all methods of communication resources including but not limited to telephone, voice mail, email, bomgar, and web chat.

  • Ability to communicate clearly and professionally, both verbally and in writing.

  • Perform daily administrative duties as scheduled

  • Knowledge, Skills and Abilities:

  • Ability to multi-task

  • Excellent customer service

  • Flexible and adaptive to change

  • Detail oriented

  • Strong verbal and written communication

  • Strong sense of urgency

This job specification should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other duties, as may be required by their immediate Supervisor.

Auto Req ID:

121694BR

Zip/Postal Code::

23320

City::

Chesapeake

State/Province::

Virginia

Address:

500 Volvo Parkway

Employment Status::

FT