Analyst, Sr Support Center

Meijer•Burrell Township, PA

About The Position

As a family company, we serve people and communities. When you work at Meijer, you’re provided with career and community opportunities centered around leadership, personal growth and development. Consider joining our family – take care of your career and your community! Meijer Rewards Weekly pay Scheduling flexibility Paid parental leave Paid education assistance Team member discount Development programs for advancement and career growth Please review the job profile below and apply today! This role is essential in providing exceptional service, resolving issues efficiently, and maintaining up-to-date knowledge of our product offerings. What You'll Be Doing: Provide Positive Customer Experience: Deliver stellar service to team members by listening and understanding their issues and provide quick resolution upon first contact. Assist in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction Communicate for Resolution: Identify issues and communicate the solution clearly. Research, resolve, and respond to questions received via telephone calls, emails and chat in a timely manner, in accordance with standards. Coordinate with Vendors: Communicate with vendors to troubleshoot and resolve issues Escalate Issues: Assess urgency and gather relevant information, and identify impacted stakeholders to ensure effective escalation of issues and customer satisfaction Support Strategic Initiatives: Participate in team projects to enhance the quality or efficiency of Service Desk service for the assigned product area Product Offering Knowledge: Maintain up-to-date knowledge of relevant product offerings and support policies for the assigned product area, and deliver technical solutions to customers Continuously Improve Performance: Actively seek, reflect on, and implement feedback to improve performance continuously. Enhances and develops quality support methods and communication skills through coaching feedback and other developmental approaches Attends Training: Attend training sessions to enhance skills on product offerings and tools used Written & Verbal Communication: Deliver clear and effective communication to customers through phone, email, and chat interactions This job profile is not meant to be all inclusive of the responsibilities of this position; may perform other duties as assigned or required

Requirements

Bachelor’s or equivalent
Proven experience in a customer service or technical support role
Excellent customer service and interpersonal skills
Strong oral and written communication skills (technical and non-technical).
Demonstrated problem-solving skills
Ability to maintain a high level of client trust and confidence in the group’s knowledge of and concern for clients’ needs.
Capable of involvement in multiple projects through all life-cycle phases, ensuring they are in accordance with established directions and standards
Ability to work independently and as part of a team

Nice To Haves

Prefer experience in computer systems or IT support
Broad range of application, network, and desktop knowledge is preferred

Responsibilities

Provide Positive Customer Experience: Deliver stellar service to team members by listening and understanding their issues and provide quick resolution upon first contact.
Assist in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction
Communicate for Resolution: Identify issues and communicate the solution clearly.
Research, resolve, and respond to questions received via telephone calls, emails and chat in a timely manner, in accordance with standards.
Coordinate with Vendors: Communicate with vendors to troubleshoot and resolve issues
Escalate Issues: Assess urgency and gather relevant information, and identify impacted stakeholders to ensure effective escalation of issues and customer satisfaction
Support Strategic Initiatives: Participate in team projects to enhance the quality or efficiency of Service Desk service for the assigned product area
Product Offering Knowledge: Maintain up-to-date knowledge of relevant product offerings and support policies for the assigned product area, and deliver technical solutions to customers
Continuously Improve Performance: Actively seek, reflect on, and implement feedback to improve performance continuously.
Enhances and develops quality support methods and communication skills through coaching feedback and other developmental approaches
Attends Training: Attend training sessions to enhance skills on product offerings and tools used
Written & Verbal Communication: Deliver clear and effective communication to customers through phone, email, and chat interactions