Retail Technical Support Specialist at Fareway Stores Inc in Boone, Iowa

Job Description:

The Retail Technical Support Specialist will provide internal retail store associates with high quality, courteous and accurate technical information and support in a timely, efficient and professional manner. The primary focus is on a one-to-one interaction via telephone, e-mail or chat, exercising sound judgment and initiative in following established policies and procedures, and working independently on a wide range of support issues.
This entry level position will provide the candidate with exposure to retail IT and business operations as well as collaboration with Fareway staff throughout the organization. The ideal candidate must be organized, committed to following standardized procedures and effective at communicating. Scheduling will require night and weekend availability. This position consists of work from the Retail Support office in Boone with no regularly scheduled on-call.
Responsibilities:

Identifies, researches, and resolves routine technical problems to retail end users for basic computer, application, system, device, access and hardware issues.
Telephone Support - ensure that store associate questions are answered completely in a professional, caring and responsive manner, commitments to perform research and follow-up are completed, open issues are resolved and each contact -- including information and resolution achieved -- is logged in the appropriate tracking system.
E-mail & Chat Support - answer and complete all assigned messages or contacts; ensure that all store associate questions and issues are addressed in the reply. Properly enter information and resolution in the appropriate tracking system.
Skill improvement - continually strive to improve the cognitive and technical skills necessary to perform the job. This includes technical competency and proficiency with point of sale technology, as well as associated hardware and operating systems; problem solving ability and verbal and written communication skills.
Communication - provide feedback on support issues, resolutions or suggestions to immediate department manager. Communicate trends, issues and appropriate solutions to team and management and provide follow up as necessary in a timely manner.
Maintain departmental productivity standards while exhibiting accuracy in applicable tracking system.
Other duties as assigned.

Qualifications and Experience:

Excellent interpersonal skills to establish and maintain effective relationships with employees, superiors and business contacts in a professional and courteous manner
Excellent written and oral communication skills, including strong listening skills
Basic computer skills with emphasis on retail technology
Aptitude for providing superior customer care
Must exhibit dependability, adaptability and flexibility
Ability to diagnose and troubleshoot issues
High level of comfort speaking on the telephone

Location:

This position is based out of our Corporate Campus in Boone, Iowa.

Benefits:

To view available benefits offered to Fareway employees, you may visit fareway.com/careers/benefits/

*EOE