Contact Center Specialist

JOB SUMMARY: Provides technical assistance and troubleshooting for Enterprise systems by remotely connecting to equipment and by accessing web-based applications; supports multiple pieces of hardware, platforms and web-based applications; determines if the root cause of a problem is part or a combination of hardware, network or software related issues, and recommends and or implements solutions.

KEY DUTIES AND RESPONSIBILITES:

• Takes action to resolve requests and incidents in a professional, time-sensitive, customer-focused manner in accordance with company and Enterprise Service Desk policies and procedures.
• Escalates complex tickets, in accordance with the Enterprise Service Desk policies and procedures
• Provides phone support
• Accurately creates and updates requests and incidents with completed relevant information
• Interfaces with internal and external resources to obtain required information with a focus on first call resolution
• Meets or exceeds key performance indicators of the role
• Coaches customers on how to use self-service tools
• Identifies opportunities to improve Knowledgebase and overall processes
• Provides troubleshooting by using remote tools connected to other networks
• Manages multiple tickets and works them in order of emergency to lowest priority
• Reads, interprets and follows procedures described in the internal knowledge base
• Attends training classes as required to stay current with new equipment troubleshooting procedures and technology
• Initiates timely communication of critical events to Enterprise Service Desk Team Leads
• Completes other duties, including special projects, as assigned by Management
• Maintains high degree of confidentiality.
• Available to work a variety of shifts, including second and their shift, weekends and holidays when needed; understands the staffing expectations of working in a 24/7/365 environment. Must be flexible within hours of operation and willing to work overtime This job description is intended to describe the general nature and level of the work being performed by the individuals assigned to this job. This is not an exhaustive list of all duties and responsibilities. Management reserves the right to amend and change the duties and responsibilities of this job to meet business and organizational needs as necessary.
  
  

EDUCATION AND EXPERIENCE: EDUCATION: Associates/2 Yr Degree YEARS OF RELEVANT WORK EXPERIENCE: 5 years YEARS OF MANAGEMENT EXPERIENCE: NA CERTIFICATIONS / LICENSES: ITIL Foundations Certification, A Certification are preferred SPECIFIC KNOWLEDGE AND SKILLS:

• Basic knowledge, understanding of Enterprise Service Desk, prior help desk experience preferred
• Ability to research and resolve issues
• Ability to manage confidential employee information and adhere to strict data privacy standards in a mature, problem-solving, solutions-oriented manner
• Capable of working in a high energy, fast paced, demanding environment
• Perform documented complex tasks
• Excellent verbal and written communication skills and the ability to explain technical information in layman's terms
• Excellent interpersonal skills and the ability to work effectively across all levels of the business
• Strong attention to detail and organizational skills
  
  

If an hourly or salary range is included in this ad it represents the range 7-Eleven in good faith believes is the range of compensation for this role at the time of this posting. The Company may ultimately pay more or less than the posted range. This range is only applicable for jobs to be performed in this state. This range may be modified in the future. No amount is considered to be wages or compensation until such amount is earned, vested, and determinable under the terms and conditions of the applicable policies and plans. The amount and availability of any bonus, commission, long-term incentive compensation, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

For a general description of all benefits 7-Eleven is offering in the US for the position, please visit this link.