Information Technology - Store Support Agent

<strong>At TCC, we believe our communities need more than just a wireless retailer and our employees want more than just a job. We are committed to making a positive and sustainable impact on the lives of our employees, customers, and communities.</strong>

Fishers, IN*


<strong>Founded in 1991, TCC is a Verizon Authorized Retailer with nearly 900 locations in 38 states from coast to coast. Our long-standing relationship with Verizon Wireless allows the company to make its services more accessible to customers while offering unparalleled customer service and competitive&nbsp;pricing. As a Culture of Good, Inc., company, TCC encourages employees to give back in every community it serves.</strong><br /><br /><strong>TCC is a 2021 Glassdoor Best Place to Work and a 2021 Top Workplace USA. See what our employees are saying about us:&nbsp;<a href=""></a></strong>

keywords: position summary,support,operations,teamwork,culture,mobile,customer care,knowledge,skills,teamwork,performance,education,customer care


Overview: <p>Reports to the Director of Store Support providing assistance and support to store personnel for Level 1 Services with the primary goal of enabling retail sales.&nbsp; Provides rudimentary troubleshooting and resolution of incidents.&nbsp; Incidents may range from straightforward password resets to more complicated issues requiring analysis and troubleshooting techniques.&nbsp; Responds to all requests in a prompt and timely manner.</p>
Responsibilities: <ul> <li>Manages incidents via telephone, in person, email, chat, and through self-service portal/App.</li> <li>Provides first-line support by troubleshooting incidents related to Level 1 Services.</li> <li>Effectively documents troubleshooting steps to provide escalation teams enough information to resolve issues escalated to Level 2 Support.</li> <li>Takes ownership of end-user issues; provides status updates on behalf of the user and communicates progress in a timely manner.</li> <li>Maintains a high degree of customer service for all support queries and adheres to all service management principles</li> <li>Develops support documentation in collaboration with other Store Support teams and utilizes the documentation to assist in troubleshooting</li> <li>Works with external partners (vendors) for support where issues cannot be resolved internally.</li> <li>Responds to basic &ldquo;How To&rdquo; questions of Operational processes, MS Office applications, internal applications, and other Level 1 Service offered.</li> <li>Effectively uses ServiceNow for managing incident work. May use other tools such as knowledge bases, mobile device management tools, and asset tracking as needed.</li> <li>Has a fundamental understanding of ITIL and ITSM.</li> <li>Will maintain a 90% plus customer satisfaction rating of &ldquo;Completely Satisfied&rdquo;.</li> </ul> <br /><br />Additional Dimensions:<br /> <ul> <li>Excellent time management, organizational, personnel, and problem-solving skills.</li> <li>Ability to work and communicate with all levels of the organization.</li> <li>Strong written and verbal communication skills.</li> <li>Highly dependable with a &ldquo;Can Do&rdquo; attitude.</li> <li>Must be able to work weekends/evenings as needed.</li> <li>Ability to function effectively within a team and as an individual contributor.</li> </ul>
Requirements: <ul> <li>High school diploma, general education degree (GED), or related support experience of 1 to 2 years in an area such as IT, Operations, or Retail. An Associate degree in IT/Business is preferred.</li> <li>Proficient in the use of Microsoft Windows and Office products.</li> <li>Basic Knowledge of networking fundamentals and Mobile Devices.</li> <li>Solid understanding of general business operations.</li> <li>Excellent interpersonal skills.</li> <li>Strong verbal and written communication skills.</li> <li>Problem-solving and analytical capabilities.</li> <li>Ability to execute assigned tasks swiftly, efficiently, and qualitatively.</li> <li>Ability to move and handle computer equipment generally weighing 0-50 pounds. Position involves spending long hours sitting using computers, which requires attention to detail and high levels of accuracy.</li> <li>The ability to read and understand technical and operational documentation. documents provided by other teams for support.</li> </ul> <br />The accomplished individual will have the following attributes:<br /> <ul> <li>Adaptability &ndash; must adjust quickly to changes in business or IT strategy.</li> <li>Negotiation Skills &ndash; ability to resolve issues, prioritize efforts and manage resources.</li> <li>Self-Motivation &ndash; will take unsolicited actions toward achieving overall objectives.</li> <li>Strong Communication &ndash; strong written and verbal to influence, lead and motivate others.</li> <li>Customer Focus &ndash; Ability to establish strong relationships across all levels of the organization.</li> <li>Leadership &ndash; demonstrated leadership capabilities, ability to organize and motivate.</li> <li>Strategic &amp; Execution-oriented &ndash; possess the ability to balance strategic visions and execution capabilities to deliver results.</li> <li>Progressive &ndash; conceptual, analytical, and strategic skills and a vigorous thought process.</li> <li>Team Player &ndash; the ability to sell change effectively and influence others.</li> <li>Problem-Solver &ndash; relentless sense of urgency, strong intellectual horsepower, thorough and insightful with a &ldquo;Can Do&rdquo; attitude.</li> </ul> <br />Key Performance Indicators:<br /> <ul> <li>Average Handle Time &ndash; Average Time Handling a Call, CHAT or Incident</li> <li>Schedule Adherence &ndash; Percentage of Time on Activity vs. Scheduled Time</li> <li>After Call Wrap Time &ndash; Post Call/Interaction Activity</li> <li>Productivity &ndash; Percentage of Time Processing a Call, CHAT or Incident</li> <li>Survey Results &ndash; Individual Satisfaction Survey Results</li> <li>Quality Assurance &ndash; Quality of Service Provided through Call, CHAT or Incident Handling</li> </ul>