Employee Contract Type
The Technical Support Specialist provides a differentiated customer experience to Zale’s internal customers by performing the intake and triage function in support of retail store operations. The position handles first level phone support for Zale stores, resolving procedural inquiries; performing initial troubleshooting for all point-of-sale systems, corporate and remote user systems, and properly documenting each contact in the appropriate systems.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Handles all inbound customer support calls and provides initial troubleshooting of basic hardware and software issues pertaining to retail point-of-sale equipment.
Communicates with customers and gives them a comfort level that their issue is being properly addressed.
Creates support tickets in ServiceNow for all technical support inquires via incoming calls or email.
Accurately documents and records technical support calls and events (call receipt, documentation entry, tracking, follow-up, and escalations) in ticket and tracking software applications.
Escalates or assigns tickets to other resolver groups/departments as required.
Responsible for follow-up on all issues, maintains quality assurance of tickets, and monitors ticket status to ensure timely resolution.
Consistently exceeds customer expectations.
Performs according to documented metrics and defined goals.
Adheres to established operations standards and procedures recommending appropriate modifications and process improvements.
Continuously self-develops and self-improves technical knowledge and customer service skills.
Attends required training.
Performs other related duties as assigned.
IT Degree or equivalent related IT experience
Certifications preferred such as A+, Network+, and ITIL.
3+ years help desk experience preferred.
Windows, Point-of-Sale, and tablet experience; SQL Database experience preferred.
Experience with telecommunications and networking concepts including LANs, wireless, Intranet, Internet, and telephony.
Experience working with a ticketing system such as Service Now.
Customer service focused with the ability to adapt and respond to different personality styles. Ability to remain professional and courteous at all times.
A learner’s mindset with the ability to ingest and retain new and evolving information.
Excellent analytical and problem-solving skills to identify root causes and champion solutions with the ability to learn on the fly.
Must be a self-starter who takes initiative and works well independently and within a team environment.
Must be a highly organized and disciplined individual with a strong work ethic and attention to detail. This individual must fully understand the rigors of a fast pace environment and its criticality to field production. Must have a sense of urgency and demonstrate strong time management skills
High flexibility and multitasking capabilities and able to work well across multiple technical disciplines.
Ability to perform effectively under stress in a high call volume environment.
Excellent oral and written communication skills with the ability to communicate ideas clearly.
Significant computer and technical skills.