Location: Marlborough, MA
Job Posting Title: End User Services Technician II
•Need 2nd level support – specifically in POS or Corporate
•Shift flexibility a must
•Phone Demeanor/Phone Presence - Positive, High-Energy, Customer Service focus
- Earliest someone comes in is 6am to start their shift. Latest someone comes in is 4pm
- We have shifts that run:
•Sun - Thu
•Tue - Sat
•Provide Store and End User Support
•Retail IT Experience preferred
•Call Center Experience
•Help Desk Experience
•21 Agents in the call center (10 Corporate Support, 11 Stores Support) •Supports 600+ applications (corporate) – no call is the same. Diverse experience in supporting a variety of issues required.
•High Variety of different ticket requests and issues – a Tier 2 agent that is like a “jack of all trades” is preferred.
•1-2 Months training (Monday-Friday, 9-5)– in depth customer resolution and quality of service is vital. “If a VP or a store associate calls in, the service should be same and treated as high importance”
•After training the agent will be asked to be on a shift schedule which includes at least one weekend day.