What are the responsibilities and job description for the Helpdesk Technician I - 7428 position at ICSI.?
Position: Helpdesk Technician I - 7428
Position Type: W2 Contract
Position Location: Bartlesville, OK
Description:
The Help Desk Agent will provide professional and courteous customer service to Phillips 66 Marketers and Dealers regarding their Network connectivity and credit card acceptance, Fuel Allocations Supply Management, and Extranet Support. The Help Desk Agent Level 1 position requires 24/7 availability, and the ability to provide customers with timely, accurate and efficient technical support.
Responsibilities May Include
Must be willing to work any shift.
Position Type: W2 Contract
Position Location: Bartlesville, OK
Description:
The Help Desk Agent will provide professional and courteous customer service to Phillips 66 Marketers and Dealers regarding their Network connectivity and credit card acceptance, Fuel Allocations Supply Management, and Extranet Support. The Help Desk Agent Level 1 position requires 24/7 availability, and the ability to provide customers with timely, accurate and efficient technical support.
Responsibilities May Include
Must be willing to work any shift.
- Responding to customer inquiries via phone, IM, online networks, and/or email, troubleshooting and resolving issues with credit card processing.
- Troubleshooting and Point-Of-Sale hardware, software and/or network connectivity issues.
- Facilitating customer supply requests based on guidelines developed by Customer Supply Management (CSM).
- Supporting consumers and Marketer/Dealer through retrieval requests and chargeback inquiries in Credit Card Settlement System.
- Supporting Marketer/Dealer inquiries concerning credit card batch totals and reconciliation.
- Maintain appropriate paperwork and records and required to meet established job performance targets which include customer service, productivity and quality standards.
- Maintain technical proficiency in all software, hardware and web-based software and platforms assigned and applicable to the role.
- Supporting Marketer/Dealer requests regarding Phillips 66 extranet sites (Bizlink / Lubestream).
- Legally authorized to work in the job posting country
- High School Diploma or GED equivalent
- Willing and able to be available for any current shift, including overnight (8pm to 8am), evenings, weekends, and holidays
- Marketing business insight
- Familiarity with EPOS equipment
- Demonstrated ability to effectively work within a team environment
- 1 or more years of Information Systems Help Desk / Support experience
- Knowledge of communication devices/methods such as Broadband, VSAT, and DSL
- Access to and knowledge of downstream systems which interface with the Credit Card System
- Intermediate knowledge of all Microsoft Office software applications
