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Associate TSD Specialist

Job Field: Legal Jobs
Location: COEUR D ALENE, WA
Salary: $-
Job Type: Part Time
JOB SUMMARY:
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               <td align="left"><font style="font-size: 100%;">Job Code :2069<BR>Location :Coeur D Alene ID US 83815<BR><BR>Job Type :Full Time<BR>Category :Retail Operations<BR>Job Description :<BR><BR>General Summary<BR>The Associate TSD Specialist is responsible for providing world-class, first level support to the retail and corporate employees in order to maintain day-to-day business continuity. This responsibility covers support for the business systems including PC hardware, software, and POS applications. The person in this role will be responsible for taking ownership of issues as reported by the employees and following through to ensure that the proper solution has been delivered. This person will need to interface with other groups inside the IT organization for issue escalation and problem management. The Associate will work under direct supervision and must be able to follow standard procedures and written instructions to accomplished assigned tasks.<BR><BR>Responsibilities<BR><BR>1.   Responds to and diagnoses issues through discussions with users via telephone, voice mail, and e-mail. Includes issue recognition, research, isolation, resolution, and follow-up steps.<BR>2.   Log and track calls using issue management database, and maintain history records and related issue documentation.<BR>3.   Applies basic troubleshooting skills to identify, categorize, and resolve hardware and software application issues.<BR>4.   Analyzes and corrects routine issues using documented procedures, available tools, personal knowledge, and existing or learned skills.<BR>5.   Ensures timely resolution/referral of user issues by documenting the impact to the user and by assigning an appropriate priority and resolution goal.<BR>6.   Brainstorms with team members to resolve more complex issues and escalates unresolved complex issues to Team Lead for more technical assistance.<BR>7.   Maintain communication with the escalation groups regarding issues and their tracking/resolution.<BR>8.   Monitor retail store procedures: opening, closing, polling, PLU updates, and ShopperTrak accuracy reports.<BR>9.   Coordinate changes/updates/repairs as necessary.<BR>Will be required to work various shifts. 7x20x365<BR><BR>Qualifications<BR><BR>1.   Strong verbal communication skills are required in order to effectively step the users through complex processes. Comprehensive written documentation of issue details will be required in our tracking system.<BR>2.   Strong customer service skills are required in order to keep the user calm during stressful situations.<BR>3.   Strong analytical skills are required in order to diagnose, troubleshoot, and resolve issues.<BR>4.   Attention to detail and strong organizational skills<BR>5.   Minimum 6 months customer service, help desk or call center related experience.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      </font></td>
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