Dollar Tree SUPPORT SERVICES ASSOCIATE in Chesapeake, Virginia
SUPPORT SERVICES ASSOCIATE
IS HELP DESK
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
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
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.
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500 Volvo Parkway