Job Description
• Serves as a technical expert using independent judgment and discretion within approved processes when providing technical assistance and support to customers and lower level analyst.
• Cross-trained to support deployment programs which includes troubleshooting, vendor follow up, coordination with Service Desk
• Availability and willingness to serve in a schedule rotation that provides night and weekend support.
• Identify root cause issues and defect with Tier 1 applications. Then share those findings with Business Partners to address and resolve application defects.
• Analyze customer workflow and/or processes flows issues and help to facilitate operational support for their business.
• Translate customer requests into appropriate specifications incidents. Understand and appreciate customers’ business functions and time while driving results on incident resolution.
• Maintain increasing technical knowledge of the assigned application. Provide technical knowledge in the support of programming languages and applications in various system environments.
• Demonstrate and apply information systems, theory, processes and technology to all work.
• Contact vendors regarding service issues to receive support information or assistance as instructed by the Team Leader.
• Work collaboratively with Reporting and Problem Management teams on reporting needs and problem management systems.
• Provide effective customer service by being courteous, polite and friendly at all times. Acknowledge customers timely in order to determine their need and help the customer resolve the issue or request. Participate in departmental programs that promote and deliver exceptional customer service.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
1 + years customer service experience
1 + years of Help Desk experience
Technical experience within the retail / restaurant industry
Strong technical skill set of understanding computer concepts such as operating system commands and scripts (i.e., UNIX, NT, PC Fundamentals, OS2, etc.)
Strong business knowledge to problem solve and provide leadership to less experienced team members
Nice to Have Skills & Experience
A+ Certification or equivalent experience
Network+ Certification or equivalent experience
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.