**This position has 2 different shifts available. 11 am to 8 pm and 8 am to 5 pm Remember, this is not a password reset, desktop engineering, or hardware role. This position has a requirement for the weekend, on-call support that is rotated amongst team members and pays overtime. If they have supported a sales organization or point of sale system from a customer service perspective that would be great.

Job Description:GENERAL ACCOUNTABILITIES

Works as a team member of the Application Service Desk/Help Desk to provide front-line end-user support. Utilizes strong customer service and technical abilities to resolve customer inquiries and problems via incoming phone calls, e-mails, HEAT self-service, and chat mediums of communication. Ensures all calls received by the APPLICATION Service Desk/Help Desk are properly handled and escalates issues, as needed, to the appropriate APPLICATION Service Desk/Help Desk 2 Team. May address assigned responsibilities outside of phone support as required to meet the overall objectives of the APPLICATION Service Desk/Help Desk.

SPECIFIC RESPONSIBILITIES

100% APPLICATION Customer Support Acts as a Service Desk/Help Desk representative for the APPLICATION Operations Support department and provides phone-based application support a minimum of 95% of the time. Researches and troubleshoots all calls; follow the APPLICATION Escalation process to escalate calls that cannot be resolved at the point of contact to the designated APPLICATION Service Desk/Help Desk 2 Team. Tracks problem/issue through to resolution by opening a ticket for each caller. Logs 100% of all calls received into call tracking application and maintains records of all caller interactions; achieves 80% first call resolution or higher. Uses customer service skills to identify the root of the problem being reported. Demonstrates the skill and ability to effectively provide quality support in a high-volume environment. Shares critical information with peers to aid in the development of other team member’s skills. Utilizes the available training materials to educate callers. Broadens knowledge of APPLICATION, including new enhancements and features, in order to perform duties efficiently. Maintains the highest level of professionalism with all callers; diffuses calls from irate customers.

EDUCATION/EXPERIENCE/MINIMUM

RequirementsEducation: Two (2) year degree or technical program.

Experience:

• Two (2) years experience in technical and operational support for customers in the use of computer hardware and applications via telephone.

Knowledge, Skills & Abilities:

Strong customer service skills required; able to problem-solve and diagnose complex tasks. Working knowledge of Microsoft Windows operating systems. Working Knowledge of Microsoft products (Word, Excel, and PowerPoint). Funeral industry experience desirable. Excellent verbal and written communication skills. Demonstrated technical aptitude. Must be detail-oriented. Excellent interpersonal skills and comfortable working with people at all levels of the organization. Well organized, with the ability to handle multiple tasks simultaneously. Must be able to learn new hardware and application technology quickly. Must be able to work independently, with minimum direct supervision. Must be able to work within the defined procedures and within the schedule provided Good coaching and leadership skills. This position is not a Password Reset, Desktop Support, Hardware Support, or Network/LAN support position.Core / Critical Competencies