Service - Service Support Specialist
Please mention DailyRemote when applying
AI Summary
Our Vision:
To be the leading global solution provider for retail technology.
Our Mission:
Define retail IT industry standards and lead our customers to innovative and exciting places!
Summary
Spencer Technologies, a dynamic, fast-paced IT solutions provider, is seeking a highly motivated, technically skilled Service Support Specialist to join our OneDesk team! You’re passionate about your customer’s overall experience. You are relentless, driven, resourceful, and drive to do the right thing for our customers and our organization. Our Technical Service Operation is staffed 7 days a week from 4:00 am to 12:00 am. All candidates must be available for any shift during those hours including nights, weekends, and holidays.
Role and Responsibilities - Primary
- Set up service calls per customer's request and coordinate resolution via internal associates or dispatching of a field technician
- Enter orders for part shipments to facilitate onsite service resolution
- Creation of Return Material Authorization (RMA).
- Clearly document work expected and completed by remote field resources
- Manage service calls from start to finish while providing a high level of communication with the customer
- Work closely with peers/cross functional teams to drive resolution while providing excellent customer service to all
- Ensure that client Service Level Agreements are met regarding issue acknowledgment, technician estimated on site arrival time, and final resolution
- Inform management of all escalated issues or roadblocks preventing timely closure of cases
- Document all status information and updates as it becomes available and provide daily updates to clients via email, phone, and/or 3rd party system
- Assist field technicians with technical questions about the customer’s retail systems if/as needed
- Record field technician activity and ensure that all service calls are closed properly and ready for invoicing
- Identify and report any trends or issues of client
- Perform all other tasks inherent to manage incoming technical service tickets.
- Provides consultation, makes recommendations, gives appropriate advice, and/or facilitates decisions
- Speak clearly, concisely, and effectively; listen to, and understand information and ideas as presented verbally
- Overtime is expected when needed
Qualifications and Education Requirements
- Retail or multi-store environment experience preferred but not required
- Basic understanding of networking and phone systems
- Familiar with incident management process and tools
- Excellent working knowledge of Microsoft Suite (Excel, Outlook, PowerPoint)
- Excellent customer service skills and comfortable with remote/telephone support functions
- Strong communications skills (verbal and written)
- Self-motivated, detail-oriented, and organized with excellent time management skills
- Ability to work in a team environment as well as being an individual contributor
- Ability to sit for extended periods at a keyboard to enter information, read displays, verbally assist technicians
- Able to effectively provide, receive, and respond positively to constructive feedback
- Regular and predictable attendance is an essential function of this position
- Must be authorized to work in the United States
Our Values
CLIENT FIRST
The client is at the center of everything we do.
Be responsive. Deliver a quality service. Think Customer.
INNOVATION
Openness to new ideas and experimenting. Speak up when you have a good idea or a better way to do something.
INTEGRITY
Showing up and doing your best everyday. Doing the right thing—even when it is difficult.
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