Sr. Help Desk Representative

Job Summary:

Responsible for assisting the supervisor in overseeing the production workforce to maximize production yields, provide direction to production workforce on operations, quality initiatives, food safety and equipment. Monitor colleagues in the course of their work and provide leadership/direction for the team. This position will provide expertise in production equipment and may take the lead in assisting team members with practical ways to execute complicated operations. This position may provide direction for up to twenty-five (25) colleagues. This is a working lead position.

Key Responsibilities:

• Provide client support and technical assistance for basic to complex incoming queries and issues related to the computer software and hardware. 
• Analyze issues by asking appropriate questions and using problem-solving methodologies, then attempt to isolate the problem and identify solutions, if possible. If unable to solve the issue, escalate to Supervisor or technical support team. 
• Respond to and troubleshoot escalated calls from less experienced staff or calls. Take necessary steps to remedy problems that require intervention to a higher level. Elevate problems of high complexity or sensitivity to management. 
• Provide end-user instructions to client on hardware and software use, applications, and how to fix computer peripherals associated with Caesar Vision product. 
• Develop proactive solutions and document instructions and procedures to reduce routine calls to the Help Desk. 
• Provide guidance and/or technical expertise to less experienced Help Desk team members. 
• Follow-up with clients to ensure issue was resolved to their satisfaction. 
• Provide excellent client service to corporate and franchisee stores. 
• Participate in special projects for improving the effectiveness and goodwill of the Help Desk department. 
• Log all issues in Service Now call tracking system. 
• Report all trend calls to Supervisor. 

Required Knowledge, Skills and Abilities:

• Bachelor’s degree in Computer Science or related discipline with computer classes. Equivalent experience may be considered in lieu of formal education. 
• Minimum of two (2) years of technical client support with technologically complex, durable and flexible point of sale software, hardware and peripherals, help desk or Caesar Vision software. 
• Highly organized and can prioritize and handle multiple, conflicting issues and complaints related to Caesar Vision related equipment rom stores and franchisees. 
• Demonstrate experience of ability to resolve issues from basic break/fix to advanced software and hardware peripheral diagnosis and solution using software application troubleshooting techniques. 
• Demonstrate ability to function in a team environment, by guiding and acting as a resource to less experienced help desk staff. 
• Demonstrate excellent verbal and written communication skills to a range of audiences; having the ability to effectively communicate with system users from a wide range of backgrounds. 
• Demonstrate ability to diffuse potentially difficult situations/conversations that results in identification of real issue, problem resolution and re-establishment of customer service. 
• Promote positive customer service attitude among Help Desk teams; develops and maintains good relationships with customers by listening, understanding, and responding to the needs of the customer. 
• Understand the dynamics of teams, including the ability to capitalize on the different strengths and abilities of the team. 

All items listed above are illustrative and not comprehensive.  They are not contractual in nature and are subject to change at the discretion of Blue Line Distribution.  

   
Blue Line Distribution is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regards to that individual’s race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender identity, age, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.                                   
The Company will strive to provide reasonable accommodations to permit qualified applicants who have a need for an accommodation to participate in the hiring process (e.g., accommodations for a job interview) if so requested.  

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