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FD SUPPORT SERVICES LEVEL III

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

Job Description:



This position will be responsible for proactive monitoring, ongoing daily customer support, prioritization of escalations and issue resolution for in-store hardware and software applications and all peripheral devices. Duties also include responsibility for the critical reporting and closed/chronic store issues. The position will also provide support to Associates and Analysts assisting first call resolution and working with vendors to ensure SLA are met.


Principal Duties & Responsibilities:


  1. Accurately respond to and resolve inquiries and service requests utilizing Support Services procedures, policy manuals, knowledge management system (KMS) and other reference materials on first call to meeting department metrics.
  2. Handle service requests dealing with high complexity or outside vendors including but not limited to NCR, NCS, ISS, & Toshiba
  3. Document all customer inquiries and their resolutions in the IT service management application according to standard practice.
  4. Work to effectively and in collaboration with other teams to investigate, diagnose, and provide resolution to all inquiries and service requests.
  5. Conduct in-depth information technology assessments including identifying and documenting controls, creating detailed process flows, identifying potential gaps and/or inconsistencies and making sound recommendations for improvement and/or mitigation
  6. Continually propose modifications to KMS processes, and procedures, which will be leveraged by the Support Services team members as they troubleshoot issues on a daily basis.
  7. Review and analyze system generated alerts and logs that appear to have unusual and/or suspicious activity patterns. Contact store to advise
  8. Meet and strive to exceed Support Services Key Performance Indicators (KPIs) including but not limited to utilization, take-over percentage, SLA performance, and proper case documentation to meet an individuals overall balanced scorecard.
  9. Escalate customer inquiries in a timely manner when additional research or analysis is necessary. Ensure all necessary communication is completed to IT Leadership and the Business notifying them of closed stores.
  10. Identify unusual calling events, potential technical issues, or frequent customers issues and work with the Support Services Management to suggest process, procedure and training improvement opportunities as well.
  11. Support tax, bank and price change issues for the stores.
  12. Handles opening and closing duties for the final operating hours which may include overseeing staff on site
  13. Other duties as assigned

Position Requirements:
Office work environment, 40+ work hours per week


Minimum Requirements:

  • Education: 2 year IT Degree from a technical institute, college or university or equivalent experience required.
  • Experience: 2 years of contact center advanced technical support
  • Job Related Skills:
  • Computer Skills:




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Keywords: Family Dollar Stores, Inc., Chesapeake , FD SUPPORT SERVICES LEVEL III, Other , Chesapeake, Virginia

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