Senior Support Center Agent - Modesto, CA

ABOUT US

About The Save Mart Companies

The Save Mart Companies operates over 200 stores in neighborhoods across California, Western Nevada, Oregon, and Washington under the Save Mart, Lucky, FoodMaxx, and Roth''s and Chuck''s Fresh Market banners. Proud to be one of the West Coast's largest regional, full-service grocery chains, the Company and its 11,000 associates take extra care to provide customers with the freshest food for their families at affordable prices. The Save Mart Companies' philanthropic non-profit organization, The CARES Foundation, provides vital resources for children and families and has donated over $5 million to local communities.

We are currently recruiting for the position of:

Senior Support Center Agent - Modesto, CA

Job Summary:

The Senior Support Center Agent is "The Face of IT" and acts as a liaison between the end user and the IT Department. This position is the immediate point of contact for all escalated Support Center calls. The position will work with Tier 2 and 3 IT staff to gain additional knowledge to assist Support Center Agents in identifying and resolving issues that are normally escalated to Tier 2 or 3 staff. Research open issues and coordinate efforts with Tier 2 and 3 staff and Support Center Agents on parent tickets to provide problem identification and solutions. The position provides documentation of troubleshooting and support procedures, as well as tangible ongoing and ad hoc reports.

Responsibilities:

• Dedicated to delighting the customer in every interaction, the Sr. Agent, Support Center has a strong "Customer First" focus, committed to achieving optimal results with minimal disruption to customers daily functions.
• Resolve issues resourcefully and timely, connecting like issues and addressing through to resolution
• Collaborate with other support teams within the IT department to ensure that issues and status are communicated while solutions are developed and implemented
• Track issues and identify how the issues get resolved
• Document issue resolutions and procedures as needed
• Communicate issue resolutions, potential issues, and ongoing issues to Support Center staff
• Take incoming calls when needed to ensure that hold times are minimized during outages and to ensure the agent's customer service skills are maintained as required
• Lead or assist with Special Projects as assigned
• Performs other duties as assigned

Some of our competitive offerings include generous benefits packages (Health, Dental, Vision, Life and AD&D, 401K), tuition reimbursement and scholarship opportunities, vacation and personal holidays, and in-store purchase discounts.

Hiring pay range: $23.13 - 27.94

Knowledge, Skills and Abilities:

• In-depth working knowledge of personal computers, peripherals, printers, telephony & mobile devices (phone, tablets, etc.),
• Experienced providing remote support utilizing remote access tools in a distributed environment
• Strong written, verbal & interpersonal communication skills, able to convey ideas and concepts clearly & concisely in a non-technical manner
• Strong troubleshooting and problem-solving skills; ability to leverage existing knowledge to solve unknown problems
• Understanding of organization's core business process and operations across departments
• Excellent analytical, planning, organization, and time management
• Experience in a multi-discipline project and troubleshooting environment
• Ability to work constructively and independently
• Ability to handle challenging situations with calm and confidence
• Extensive knowledge of various systems used within the organization
• Strong problem-solving skills
• Pleasant, customer-oriented demeanor
• Strong time management skills; detail-oriented
• Strong communication skills (verbal and written)
• Strong research skills
• Proficient in Excel, PowerPoint , and Word
• Ability to effectively interact with employees at all levels of the organization

Preferred:

• Prior experience supporting Point-of-Sale (POS) systems and associated applications, supporting systems & peripherals (PIN Pads, Scanners, etc.)

Experience: 5 years of related experience

Education: 2 year/Associates Degree and/or equivalent experience/training

Licenses and Certifications: Comp TIA A+ preferred

Other:

• Occasional travel required. (Less than 5%)
• Must be able to work overtime when needed.
• This is a seven day rotating shift position that changes based on our customers' needs.

Work Environment: Office

Reference: req42048

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Instagram: @savemart

Facebook: Save Mart

YouTube: @savemartsupermarkets

LinkedIn: The Save Mart Companies

The Save Mart Companies is an Equal Opportunity Employer, and we welcome resumes from individuals who will contribute to our diverse workforce.