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IT - Support Services Associate, FD

Company: Family Dollar Stores, Inc.
Location: Chesapeake
Posted on: May 3, 2021

Job Description:

The Family Dollar IT Support Services Associate resolves IT problems. He or she will continuously strive to provide not only timely resolution, but in a manner that helps the inquirer clearly understand the resolution. The IT Representative will provide problem resolution for stores, store support center, distribution center, and field associates or appropriate escalation groups. This position will sit in Chesapeake, Virginia.

Principal Duties & Responsibilities:

  • Develop and maintain working knowledge of store, corporate, dc, and field application/issues to determine proper course of action for problem resolution.
  • Troubleshoot hardware and software IT related issues with the POS system and related peripheral devices (PDT, scanners, printers, debit machines, keyboards, etc.) by using associated troubleshooting methods/procedures and tools (Family Knowledge).
  • Document all inquiries and their resolutions in the case management technology application (Magic) according to the Contact Center standard practice
  • Meet and strive to exceed Contact Center Key Performance Indicators (KPIs) including but not limited to overall customer satisfaction, average handle time, first call resolution, schedule adherence and quality assurance.
  • Educate callers on self- service resources to help empower all associates with further issues and inquiries by utilizing the self-help tools available (Portal and FD.com)
  • Partner with more experienced associates to further specific subject matter knowledge to increase first call resolution and reduce handle times
  • Recognize and notify the leadership team of potential call spikes related to POS issues impacting multiple locations to ensure timely escalation and resolution
  • Appropriately escalate out of scope inquires to the appropriate department/queue in a timely manner when additional research or analysis is necessary
  • Responsible for notifying the Supervisor and/or Training when updates to the KMS are needed
  • Participate in special projects as needed
  • Perform other duties as assigned

    Position Requirements:
    Office work environment, 40+ work hours per week
    Some night and weekend shifts may be required, based on business needs; hours of operation require schedule flexibility.
    Experience:
  • Knowledge and understanding of IT (Retail Environment)
  • Demonstrated effectiveness in customer service and dealing with internal employees
  • Demonstrated effectiveness working with contact center technology including but not limited to contact center tracking system and Knowledge Management System
  • Multi-tasking in a fast paced, call center environment
  • Bilingual in English/Spanish a plus

    Job Related Skills:

  • Ability to consistently deliver high quality customer service in a professional manner
  • Strong analytical and problem solving skills
  • Customer service focus and strong interpersonal skills required
  • Ability to communicate effective through written and oral communication
  • Strong attention to detail
  • Ability to work with a diverse audience
  • Ability to handle confidential and sensitive information

    Computer Skills:
    Advanced Microsoft office skills (Word, Excel, Outlook and PowerPoint)
    Education:
    High School Diploma or successful completion of GED required. Associates or Bachelors Degree preferred in IT or other related fields.

Keywords: Family Dollar Stores, Inc., Chesapeake , IT - Support Services Associate, FD, Other , Chesapeake, Virginia

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