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Engaged Employer

Bread Financial

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4.2

based on 173 Reviews

25 Bread Financial Jobs

Store Technical Support - Technical Analyst II

ALLDATA CARD SERVICES INDIA LLP

4.2

based on 173 Reviews

2-4 years

Gurgaon / Gurugram

1 vacancy

Store Technical Support - Technical Analyst II

Bread Financial

posted 5mon ago

Job Role Insights

Flexible timing

Key skills for the job

Customer Service Computer Networking Telecom Linux Administration C++ Spanish

+ 3 more

Job Description

Store Technical Support STS Function (STS) is responsible for all technical calls coming from our over 6800 AutoZone stores. We do level one, and level two support on hardware, applications, networking, telecom and servers. It is STS responsibility to take calls in a timely manner, resolve calls quickly and support our AutoZoners at the stores in all store technology.

In a case where STS cannot resolve the call, we document all aspect of the call (Store, issue, contact, supporting information) and we escalate and assign the ticket to the appropriate function. We have STScenters in Memphis, US and Chihuahua, MX and take over 2300 calls a day.

Provides 3rd level of support for Store Technical Support concerning LINUX, UNIX and store system issues. Performs comprehensive root cause analysis of system failures for the purpose of improvements in system functionality and call volume. Provides superior service through fast and prompt interaction with other groups of support.

Key Responsibilities

Candidate should be able to troubleshoot / resolve the customers/internal employees technical/process queries through email/phone.
30% - Performs system administration activities, including but not limited to, requesting reboots of servers, relocation of space and monitors drive/server failures.
30% - Handle problems of a sensitive nature and/or that require extensive research to resolve.
30% - Review system logs to determinate cause of failures, monitors and performs comprehensive root cause analysis of system failures.
10% - Document resolutions and provides training to Support Agents and Technical Analysts I.
Provide superior service through fast and prompt interaction with other groups of support.
Provide technical resolution to Global users if they are facing an IT issue related to VPN, Outlook, O365, Laptop, Desktop, Wifi, Network etc related issues through calls, emails & chats.
Monitor the application and work with the teams to resolve the issues.
Experience in using ticketing tools such as SMAX, Service now, remedy will be added advantage.
Problem solving skills and quick thinking to own & resolve customers issues independently, thoroughly & efficiently.
Being proactive and show the utmost respect for customer s time.
Good time management, ensuring all contacts with customers add value.
Ability to Multitask Computer skills.
General support knowledge of Operating systems (Windows, Linux) across various platforms.

Education and Experience Required

Computer Science or Any bachelor s degree.
2-4 years of experience in providing 1st line customer service & technical support. (remote)
Be an effective decision maker using sound judgment with available information.
Able to contribute and work effectively within a team environment.
Excellent Communication Skills, analytical and decision-making skills
Ability to successfully interface with a wide range of personnel within the organization
Work ethic aligned with company values
Positive demeanor that engages others in the best of scenarios and during times of stress.
Understanding of the Business situation and capability to address issues.
Serving customers query through phone / emails/ chats and resolving issue as first call resolutions.
Other/preferred: LINUX, MS Office, MySQL, Postgresql, Python, Pearl, Jquery, HTML linux Environment, C, C++, JCL.
Fluent in English (both verbal & written).
Spanish & Portuguese desirable