• Sr. Rep Help Desk

    Job Locations US-TX-Irving
    Posted Date 7 days ago(12/10/2018 11:17 AM)
    ID
    2018-45799
    Category
    Information Systems
  • Overview

    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 Irving, Texas.

     

    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 caller 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.

     

    Qualifications

    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.
    • Internal Posting Dates: 08/28 - 9/11

     

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