ECR Software Corporation
  • 14-Sep-2022 to 14-Nov-2022 (EST)
  • Support
  • Boone, NC, USA
  • Hourly
  • Part Time

Health, 401k, Life, PTO, Sick, Holiday


JOB SUMMARY / DESCRIPTION

The Support Desk Coordinator (SDC) will meet customer expectations by managing incoming support traffic in accordance with the ECRS Store Automation Service Level Policy and SupportNet Ticket Management Policy. SDC is responsible for assigning tickets and supports tasks to support team members that will achieve maximum productive results from available resources. SDC will assist the VP of Support with tracking and trending of support issues and technicians and will provide status reports on the state of the SupportNet queue and technician work performance. SDC will help maintain the quality of customer service provided by the Support team by ensuring that work is performed in a professional manner and in accordance with established policies and procedures.


RESPONSIBILITIES

  • Manage the ECRS SupportNet ticket queue to make sure all instances are being covered according to policy.
  • Review the ticket queues of technicians, call back later queue, aggravated threshold, and personal threshold.
  • Awareness of all Department Policies and Procedures in order to train, review and enforce.
  • Maintain the Support and SDC e-mail accounts.
  • Schedule tickets in the SupportNet ticket queue.
  • Understand the level of training of each technician and assign all tickets accordingly.
  • Ticket trending - re-opened tickets, re-occurring issues, trending issues.
  • Support phone and voicemail operation as needed.
  • Schedule "backlog" - time for technicians to work their personal queue.
  • Manage schedule for upgrades and future tickets.
  • Notify Rapid Response Team Members of any issues that need to be addressed immediately.
  • Monitor and update all Support Department tickets with the SupportNet System as necessary and ensure that they are properly classified according to type, account, and severity.
  • Generate GoToAssist sessions to aid in fast ticket resolution.
  • Address external feedback submitted in tickets, if assigned.
  • Ensure the Support Phone Line is manned at all times.
  • Other tasks will be assigned on an "as needed" basis.

QUALIFICATIONS

  • Two years of college education.
  • Business or Management courses a plus.
  • Prior Management or Supervisory Experience - two years minimum.
  • Excellent communication skills, both oral and written.
  • Highly organized.
  • Process driven personality and understanding of process management.
  • Strong personal desire to produce high quality work.
  • Manage multiple priorities with flexibility to meet changing needs.

ALL APPLICANTS MUST BE AUTHORIZED TO WORK IN THE UNITED STATES.

ABOUT ECRS:

ECRS is a fast-paced, progressive technology company with a wide range of opportunities for quality-oriented, career-minded individuals. Geographically situated in the heart of the Blue Ridge Mountains, ECRS offers the unique opportunity high-tech career in a resort college town setting. The ECRS family is made up of energetic, outgoing professionals who love what they do for a living. They are courteous, knowledgeable people who strive for excellence in everything they do. ECRS employees work together in dynamic teams to create, sell, install, and support our best-in-class retail automation solutions.

ECRS is a no-mask requirement and no-vaccination requirement culture.

We believe that acceptance of diversity is a key reason as to why we're successful. All qualified applicants who can demonstrate integrity and competence will receive consideration for employment and advancement without regard to race, color, religion, gender, gender identity, sexual orientation, disability, age, political affiliation, or national origin.

ECR Software Corporation
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