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TAC Coordinator

Job Type : Temp/Contract
Hours : Full Time
Travel : No
Relocation : No
Job Industry : Retail

Job Description :
POSITION SUMMARY: 
Phone heavy position, must have excellent communication skills. This is a high quality customer service support role that implements strong interpersonal and administrative skills to ensure resolutions to all brands for store hardware, software, and procedural processes. 

AUTHORITY: 
• Direct store support, including having store employees assist with first tier hardware troubleshooting. 
• Escalation authority to analysts for tier 2 services. 
• Takes necessary action to correct or escalate emergency situations. 

MAJOR ACTIVITIES 
1. Provides resolutions for stores by isolating problems, researching solutions, and conducting them through corrective steps. 
2. Properly documents accurate and detailed information regarding issues, troubleshooting steps, and resolutions or escalations. 
3. Utilizes probing questions to detect the root cause of an issue to initiate a specific troubleshooting process. 
4. Investigates current system information, updates, and outages to stay current with policies and procedures. 
5. Maintains strong verbal communication and customer service skills under escalations of emergency and non-emergency situations. 
6. Executes an accurate and efficient troubleshooting process to conclude resolutions for each issue. 
7. Identifies and reports problem trends with STS (Store Technology Services) Analysts to track and resolve current, and future problems. 
8. Provides technical support to corporate associates via email and other means of communication. 
9. Obtains increased understanding of POS equipment and procedural processes used by stores. 

KNOWLEDGE AND SKILLS: 
-Strong customer service, interpersonal, verbal and written communication skills. -Successful completion of service at a minimum of “Meets Expectations” in the Incident Management Coordinator position for 6– 12months. 
-Successful completion of an appropriate course of study or graduation from an accredited college or trade school or equivalent experience in related industry. -Previous experience in a help desk environment. 
-Minimum 3 years experience in related field. 
-Basic understanding of various hardware and network configurations. 
-Preferred knowledge of Apple iOS and software, including handheld equipment, i.e. phones, tablets, etc. Detailed knowledge of Point of Sale hardware and software configurations. 
-Detailed knowledge of Microsoft applications and operating systems. 
-Detailed knowledge of telecommunications hardware, wiring and services. 
-Detailed understanding of remote access systems. 
Required Qualifications :
 
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