(USA) Optical Call Support Specialist - NSO Mon-Fri 8:30 AM - 5 PM

Walmart•Crawfordsville, IN

2d•$26 - $38•Onsite

About The Position

Position Summary... What you'll do... Influential Communication Possesses knowledge of Verbalnonverbal behaviors application and allocation of business communication stylestechniques in ambiguous and challenging situations situational awareness communication channelsmediums interpersonal skills and universal relationship building with ability to connect seemingly unconnected parties influencing styles To be able to carry out the following responsibilities Organizes thoughts and communicates credibly and concisely within scope Presents to and influences team members and business partners conveying messages through a basic understanding of the relevant context Utilizes relevant data and factbased information to articulate results and provide a recommendation in a structured manner Actively listens to others seeks and provides constructive feedback and provides ideasrecommendations on processes Proactively builds a professional network System Management and Support Possesses knowledge of System issue resolution processes diagnostic procedures and system navigation To be able to carry out the following responsibilities Identifies and escalates unusual problems Follows proper notifications and escalation procedures Tracks and resolves common types of problems for relevant systems Documents resolution progress and provides feedback to stakeholders Troubleshoots typical technical problems using available tools and procedures Describes actions tools and procedures for problem reporting solving and resolution Utilizes specific tools and methods for isolating system problems and defining resolution approaches Explains the impact of planned changes contingencies Tests and implements changes to local system tools and documents changes Interacts with appropriate personnel to coordinate support efforts Understands and utilizes diagnostic tools and techniques Resolves common system tool problems Service Workflow Possesses knowledge of Procedures for organizing work priorities warranty support documentation types and service agreement processes To be able to carry out the following responsibilities Organizes work priorities event updates outages programs and activities as well as the work of others Monitors work priority plan delays and explains the reason for delays to stakeholders Follows appropriate prioritization procedures and prioritizes actions Creates action plans that ensure the accomplishment of scheduled activities Raises awareness of potential bottlenecks and disruptions to schedules Addresses the types of support not covered by a specific service agreement Reviews warranty support documentation for applicability Works with partners on warranty repairs work orders and discrepancies Works with a specific aspect of warranty processing HIPAA and Compliance Possesses knowledge of Federal and state compliance policies for example Vision screeners Associate OD states Fair Market Value NJ optician licensing equipment requirements HIPAA SarbanesOxley To be able to carry out the following responsibilities Identifies key issues covered under the law for example HIPPA SarbanesOxley Describes the background and rationales of applicable laws Highlights the implications of HIPAA on the organization Adheres to established internal standards and procedures abstracted from HIPAA Partnership Collaboration Possesses knowledge of Stakeholder identification and mapping stakeholder analysis stakeholder communication stakeholder engagement techniques stakeholder management effectiveness tools and methods fluency in specialized business vernacular To be able to carry out the following responsibilities Supports the development of business cases and recommendations Owns the delivery of project activity and tasks assigned by others Supports process updates and changes Solves simple business issues Demonstrates functional knowledge of the business unitorganization being supported Equipment Service and Support Possesses knowledge of Use of various hand tools for example handdrills grinders drill presses screwdrivers mallets Allen wrenches pliers use of precision measuring tools for example lensometers gauge masters seg aligners calibration tools calipers types of lubrications and their applications for example lubricating versus penetrating oils To be able to carry out the following responsibilities Performs routine installations and upgrades seeking guidance when needed Maintains databases of known problems Searches databases and produces reports as needed Assists in installations upgrades and repairs for a limited range of equipment Helps troubleshoot and repair a variety of products in an apprentice capacity Updates standards and procedures to correspond with equipment upgrades Analyzes codes logs and current systems as part of advanced troubleshooting Handles calls emails and Service Now tickets related to equipment features common issues and questions Records and reports specific technical problems solving processes and tools that have been used Works with vendorspecific diagnostic guides operator manuals nomenclatures tools and utilities Determines and uses various hand tools for example drills grinders drill presses to perform repairs Applies lubricants andor penetrating oils to equipment for repairs System Administration Possesses knowledge of Information security standards and data security processes To be able to carry out the following responsibilities Identifies the basic issues and considerations of collecting and processing personal and sensitive business data Identifies the type of information that needs to be protected and secured Demonstrates an understanding of practices and tools for maintaining critical retail organization data Identifies tools and facilities used for maintaining corporate data as a critical resource Recognizes the types of information needing protection and security Understands and navigates the process and structure used to gain information access Executes the basic concepts involved in securing electronic information Customer Service Management Possesses knowledge of Customer service standards customer issue resolution processes service request processes To be able to carry out the following responsibilities Analyzes problem trends and takes steps to avoid recurrence Facilitates the resolution of customer problems issues or concerns Ensures the identification of customer needs and priorities Monitors and reports on the delivery of customer service Manages expectations of thirdparty technicians and vendor help desk technicians who provides direct customer service Vendor Management Possesses Knowledge of Vendor polices vendor request processes vendor quality standards To be able to carry out the following responsibilities Acts as the routine contact point between the organization and vendors Resolves routine supplier issues Escalates nonroutine issues up the chain of command Researches alternative vendors or suppliers Provides feedback on supplier options and selection Follows procedures in carrying out routine supplier management tasks Works with vendors to ensure that purchases meet delivery dates and quality specifications Data and Digital Acumen Possesses knowledge of Data collection modes techniques and tools data analytics and visualization tools and techniques existing and upcoming digital applications and systems technology innovation trends and industry benchmarks data governance data science techniques and applications To be able to carry out the following responsibilities Leverages data analysis tools to explore simple data performs basic statistical analysis derives insights and creates basic reports Identifies implements and drives technology change within scope of work Suggests tasks that can be automated using technology Applies digital techniques and tools for effective representation of data to stakeholders Identifies opportunities for improving Walmarts datadriven decisionmaking Respect the Individual: Embraces differences in people cultures ideas and experiences creates a workplace where associates feel seen supported and connected through a culture of belonging creates opportunities for all associates to thrive and perform helps to attract the best talent Respect the Individual: Works as a team builds strong and trusting relationships communicates with impact energy and positivity to motivate and influence Respect the Individual: Strengthens the team by helping developing and mentoring others recognizes others contributions and accomplishments Act with Integrity Maintains and promotes the highest standards of integrity ethics and compliance models the Walmart values to support and foster our culture holds oneself and others accountable supports Walmarts goal of becoming a regenerative company by making a positive impact for associates customers members and the world around us Act with Integrity Acts in a selfless manner and is consistently humble selfaware honest fair and transparent Serve our Customers and Members Delivers results while putting the customer first Serve our Customers and Members Makes decisions based reliable information balances short and longterm priorities and considers how own work impacts the teams ability to deliver on our purpose for all stakeholders Strive for Excellence Displays curiosity and a desire to learn takes calculated risks and demonstrates courage and resilience Strive for Excellence Drives continuous improvements is open to and uses new technologies and skills and supports others through change At Walmart, we offer competitive pay as well as performance-based bonus awards and other great benefits for a happier mind, body, and wallet. Health benefits include medical, vision and dental coverage. Financial benefits include 401(k), stock purchase and company-paid life insurance. Paid time off benefits include PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting. Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more. You will also receive PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes. The amount you receive depends on your job classification and length of employment. It will meet or exceed the requirements of paid sick leave laws, where applicable. For information about PTO, see https://one.walmart.com/notices .Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities. Programs range from high school completion to bachelor's degrees, including English Language Learning and short-form certificates. Tuition, books, and fees are completely paid for by Walmart. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to a specific plan or program terms. For information about benefits and eligibility, see One.Walmart . The hourly wage range for this position is $25.60 - $38.40 The actual hourly rate will equal or exceed the required minimum wage applicable to the job location. Additional compensation in the form of premiums may be paid in amounts ranging from $0.35 per hour to $3.00 per hour in specific circumstances. Premiums may be based on schedule, facility, season, or specific work performed. Multiple premiums may apply if applicable criteria are met. ㅤ ㅤ ㅤ ㅤ ‎

Requirements

2 years' customer service related experience.
Additional certifications may be required based on State laws or requirements.
1 year’s experience using advanced functionality of the Microsoft Office suite.

Nice To Haves

Associate's Degree in Business or related field (for example, Logistics, Business, Administration, or Economics)
IT Support or Call Center Experience
Troubleshooting hardware and using computer software such as the Microsoft Office Suite (Word, Excel, Outlook, Access)

Responsibilities

Organizes thoughts and communicates credibly and concisely within scope
Presents to and influences team members and business partners conveying messages through a basic understanding of the relevant context
Utilizes relevant data and factbased information to articulate results and provide a recommendation in a structured manner
Actively listens to others seeks and provides constructive feedback and provides ideasrecommendations on processes
Proactively builds a professional network
Identifies and escalates unusual problems
Follows proper notifications and escalation procedures
Tracks and resolves common types of problems for relevant systems
Documents resolution progress and provides feedback to stakeholders
Troubleshoots typical technical problems using available tools and procedures
Describes actions tools and procedures for problem reporting solving and resolution
Utilizes specific tools and methods for isolating system problems and defining resolution approaches
Explains the impact of planned changes contingencies
Tests and implements changes to local system tools and documents changes
Interacts with appropriate personnel to coordinate support efforts
Understands and utilizes diagnostic tools and techniques
Resolves common system tool problems
Organizes work priorities event updates outages programs and activities as well as the work of others
Monitors work priority plan delays and explains the reason for delays to stakeholders
Follows appropriate prioritization procedures and prioritizes actions
Creates action plans that ensure the accomplishment of scheduled activities
Raises awareness of potential bottlenecks and disruptions to schedules
Addresses the types of support not covered by a specific service agreement
Reviews warranty support documentation for applicability
Works with partners on warranty repairs work orders and discrepancies
Works with a specific aspect of warranty processing
Identifies key issues covered under the law for example HIPPA SarbanesOxley
Describes the background and rationales of applicable laws
Highlights the implications of HIPAA on the organization
Adheres to established internal standards and procedures abstracted from HIPAA
Supports the development of business cases and recommendations
Owns the delivery of project activity and tasks assigned by others
Supports process updates and changes
Solves simple business issues
Demonstrates functional knowledge of the business unitorganization being supported
Performs routine installations and upgrades seeking guidance when needed
Maintains databases of known problems
Searches databases and produces reports as needed
Assists in installations upgrades and repairs for a limited range of equipment
Helps troubleshoot and repair a variety of products in an apprentice capacity
Updates standards and procedures to correspond with equipment upgrades
Analyzes codes logs and current systems as part of advanced troubleshooting
Handles calls emails and Service Now tickets related to equipment features common issues and questions
Records and reports specific technical problems solving processes and tools that have been used
Works with vendorspecific diagnostic guides operator manuals nomenclatures tools and utilities
Determines and uses various hand tools for example drills grinders drill presses to perform repairs
Applies lubricants andor penetrating oils to equipment for repairs
Identifies the basic issues and considerations of collecting and processing personal and sensitive business data
Identifies the type of information that needs to be protected and secured
Demonstrates an understanding of practices and tools for maintaining critical retail organization data
Identifies tools and facilities used for maintaining corporate data as a critical resource
Recognizes the types of information needing protection and security
Understands and navigates the process and structure used to gain information access
Executes the basic concepts involved in securing electronic information
Analyzes problem trends and takes steps to avoid recurrence
Facilitates the resolution of customer problems issues or concerns
Ensures the identification of customer needs and priorities
Monitors and reports on the delivery of customer service
Manages expectations of thirdparty technicians and vendor help desk technicians who provides direct customer service
Acts as the routine contact point between the organization and vendors
Resolves routine supplier issues
Escalates nonroutine issues up the chain of command
Researches alternative vendors or suppliers
Provides feedback on supplier options and selection
Follows procedures in carrying out routine supplier management tasks
Works with vendors to ensure that purchases meet delivery dates and quality specifications
Leverages data analysis tools to explore simple data performs basic statistical analysis derives insights and creates basic reports
Identifies implements and drives technology change within scope of work
Suggests tasks that can be automated using technology
Applies digital techniques and tools for effective representation of data to stakeholders
Identifies opportunities for improving Walmarts datadriven decisionmaking

Benefits

At Walmart, we offer competitive pay as well as performance-based bonus awards and other great benefits for a happier mind, body, and wallet.
Health benefits include medical, vision and dental coverage.
Financial benefits include 401(k), stock purchase and company-paid life insurance.
Paid time off benefits include PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting.
Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more.
You will also receive PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes.
The amount you receive depends on your job classification and length of employment.
It will meet or exceed the requirements of paid sick leave laws, where applicable.
For information about PTO, see https://one.walmart.com/notices .Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities.
Programs range from high school completion to bachelor's degrees, including English Language Learning and short-form certificates.
Tuition, books, and fees are completely paid for by Walmart.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment.
Benefits are subject to change and may be subject to a specific plan or program terms.
For information about benefits and eligibility, see One.Walmart .
The hourly wage range for this position is $25.60 - $38.40 The actual hourly rate will equal or exceed the required minimum wage applicable to the job location.
Additional compensation in the form of premiums may be paid in amounts ranging from $0.35 per hour to $3.00 per hour in specific circumstances.
Premiums may be based on schedule, facility, season, or specific work performed.
Multiple premiums may apply if applicable criteria are met. ㅤ ㅤ ㅤ ㅤ ‎