Family Dollar
IT – Support Services / Help Desk Associate
500 Volvo Parkway
Chesapeake
Virginia
Job Description
The IT Support Services Associate (call center agent / help desk agent) resolves problems and issues reported by our Associates in our Stores, Store Support Center and Field locations. The IT Support Services Associates provide timely resolution and/or escalation to ensure support needs are fulfilled.
- This position is eligible to work from home after successfully completing all required training and successfully performing job responsibilities.
Principal Duties & Responsibilities:
Provide support & technical resolution of issues reported via phone, email and other electronic communications
Troubleshoot and resolve hardware and software IT related issues with the POS system and related peripheral devices (PDT, scanners, printers, debit machines, keyboards, etc.) by using associated troubleshooting methods/procedures, tools and knowledgebase documents
Acquire and maintain working knowledge of store, corporate, distribution center, and field systems to ensure proper course of action is taken for problem resolution
Document all interactions, inquiries and resolutions in support services incident management system, following documented standards and practice
Meet and strive to exceed Support Services Key Performance Indicators (KPIs) including but not limited to average handle time, first call resolution, schedule adherence and quality assurance
Educate callers on self- service resources available
Partner with more experienced associates to gain knowledge and to increase first call resolution and reduce call handle times
Recognize and notify Supervisors of potential call spikes related to Point of Sale, or other key systems, to ensure timely escalation and resolution
Appropriately escalate out of scope inquiries to the appropriate department/queue in a timely manner
Recommend edits and updates to Knowledgebase content
Participate in special projects and perform other duties as assigned
Required Qualifications: High School Diploma or equivalent Prior experience as a help desk agent, call center agent or in a technical support or customer support role A bility to consistently deliver high quality customer service in a professional manner Ability to troubleshoot and problem solve Ability to communicate effectively, both verbally and written Quick learner with desire to learn Available to work some night and weekend shifts may be required, based on business needs; hours of operation require schedule flexibility. Must be fully vaccinated from COVID-19, as defined by the CDC, by the date of hire. Proof of vaccination required. Request for medical or religious accommodation must be made prior to the start date”
Preferred Qualifications: Associates or Bachelor’s Degree preferred in IT or other related fields Knowledge and understanding of IT Retail Environment ServiceNow experience Experience using MS Office Applications Bilingual in English/Spanish a plus
