SR REp Help Desk Support
TX - Dallas
Store Support Center-Corporate
High School Diploma/GED
1 - 2 years
Provides retail information system support for procedural problems to all corporate and franchised stores in North America, in a help desk environment located at 7-Eleven's Corporate Headquarters in Dallas, Texas.
Duties and Responsibilities:
•Answering retail information system related procedural calls from all corporate and franchised stores in North America.
•Log all incoming calls into the call database, following specific guidelines.
•Analyze problem, determine root cause, and when resolution can be determined on initial call, provide caller with proper resolution.
•Continue research and follow-up with aller until issue is resolved for those issues that could not be resolved on initial call.
•Enters explanation of steps executed to final resolution of problem.
•Depending on amount of incoming calls and staffing, may be required to prioritize and handle multiple incoming calls simultaneously.
•Assign cases determined not to be procedural to appropriate party for resolution.
•Identify and report recurrent problems.
•Self-study of procedural support for current and future retail information system expansion.
•Perform other duties and responsibilities as requested by management.
Knowledge, Skills and Abilities:
Education: High School/GED
Experience: 1-2, Working knowledge of 7-Eleven Inc store operations as a store manager or as an assistant manager
Requires communication skills and the ability to understand procedural materials and accounting policies and procedures
Must be able to write correspondence or standard reports including detailed, accurate explanations of calls received and problems solved
Sufficient mathematical skills to calculate percentages, proportions, or rates to identify system-related problems or verify calculations of payroll-related information
Requires using a computer for data entry (30-40 WPM) or data retrieval such as using diagnostic tools to remotely access store ISP to identify problems
Previous Help Desk experience a plus.
7-Eleven - 19 months ago
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