Summary of Position (Job Purpose) - Major purpose and functions of the position.

The Store Support L3 Analyst is responsible for resolving prioritized escalations and issue resolution for all in-store technology. The L3 Analyst provides lead investigation, root cause analysis, and final resolution for escalated POS and technical issues. This role will be responsible for working P1 and critical cases, including but not limited to incident and problem management cases. This role serves as the final escalation point for all store technology issues.

The POS L3 Analyst will be responsible for proactively seeking out trending issues, finding and documenting RCAs and leading first and second levels of support to greater knowledge.

Principal Duties and Responsibilities 

• Anticipate and swiftly respond to escalated technical issues
• Ensure accuracy of the data entered in our system
• Take ownership of any situation that is escalated
• Perform root cause analysis of escalated scenarios to remedy and enhance procedures
• Utilize reporting and logic to determine deficiencies in processes

• Responsible for assisting in issue resolution for third party vendors to support day to day operations
• Regularly contribute new knowledge/training material and collaborate with Knowledge Analyst.
• Assist in development of internal operational procedures, and processes that may better meet the Enterprise Contact Center’s SLAs and KPIs
• Participate in the governance process and contribute to the strategic direction of the ECC.
• Be a strategic partner to leadership outside of the contact center to make sure that technology, quality, and customer satisfaction are being met.

• Be a key contributor for development and maintenance of the technology needs of the ECC.

• Build and maintain working relationship with the other Managers within the ECC; to ensure communication is effectively delivered and concerns are being addressed appropriately.
• Identify and communicate unusual events impacting the ECC
• Subject Matter Expert for all store technology
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• Takes ownership of any executive/high touch escalation that has been assigned, following through to final resolution.
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Position Requirements

•10% travel may be required

•This position is remote eligible after successful completion of training

•On call rotation may be needed at times

Minimum Requirements/Qualifications

Education: 

·         Bachelor’s Degree or 4+ equivalent years of related work experience

Experience: 

• Minimum 3+ years contact center experience
• 4+ years of technical support experience
• 2+ years Point of Sale troubleshooting experience
• Excellent knowledge of networking solutions including cable management and cellular internet.
• Experience working within a team to test the design, deployment and support of future processes
• Experience in developing and implementing store support service strategies Strong team development skills; excellent at clarifying common goals among diverse staff members, gaining consensus on an overall approach, and building a collaborative environment.
• Strong track record of delivering initiatives in a timely manner.
• Excellent team player and team builder

Desired Qualifications

·         Experience with ServiceNow and/or other ticketing-based applications

·         Experience with Networking, SQL and Meraki preferred but not required

·         Critical incident management and process experience

·         Experience with defining and managing Customer Service Technology (e.g. Case Management System, Knowledge Base System).

·         Management and executive level communication experience (e.g. VP, Director)

This is not to be considered a complete list of job duties, as they may be amended or added to as needed.