Tractor Supply
Team Member, Help Desk
Tractor Supply, Brentwood, Tennessee, United States, 37027
Overall Job Summary
This position is responsible for providing first line technical and non-technical support to all Tractor Supply Company Store Team Members by troubleshooting problems, and/or researching and answering questions. This position will provide answers to Store Team Members by identifying problems, researching answers, and guiding the Team Member through corrective steps to resolve issues, or will assist with any problem or question relating to Tractor Supply. The Help Desk Team Member will partner with the appropriate team for resolution on escalations.
Essential Duties and Responsibilities (Min 5%)
Provide first line support for all stores' operational and procedural questions, and IT related issues by utilizing multiple applications/systems and resources.Diagnose problems to determine level of technical assistance required; if unable to resolve problem, escalate or assign to next level in accordance with escalation proceduresIdentify, research, troubleshoot, and resolve all Point of Sale, Inventory, Software, and Hardware related problems while navigating through various applications/systemsProvide accurate information in a fast-paced environment while handing high volume inbound calls in a professional manner.Document all interactions in a contact logging system with clear and concise detailsWork and respond to tickets generated by voicemails, self-service tickets, and emails in a timely and professional mannerFollow-through with any research on Open and Aged Tickets to ensure complete resolution in a timely mannerInstruct Store Team Members through installing hardware and peripherals as neededAssists with various other technical tasks, as required, such as: imaging computers, assisting with projects, application rollouts, and preventative maintenancePerform other duties as assigned by supervisorRequired Qualifications
Experience: 0-2 years' experience. Customer service, retail and technical Help Desk experience preferred. Experience in Microsoft Word, and Microsoft Excel preferred.
Education: High school education or equivalent. College degree preferred. Any suitable combination of education and experience will be considered.
Preferred knowledge, skills or abilities
Must possess excellent customer service skillsMust demonstrate effective oral and written communicationsMust have the ability to work as a part of an Operations team focused on servicing our customers and improving the efficiency of all Operations functions as well as having the ability to work independentlyMust have the ability to handle conflict positivelyMust have ability to work in a fast-paced environment and react to issues with a strong sense of urgencyMust be receptive to change and can adapt to changing prioritiesMust have good interpersonal skills and teamwork awarenessMust demonstrate strong problem-solving skillsMust have strong multi-tasking skillsMust be capable of learning and using Help Desk technologiesMust be able to work a flexible schedule, including weekends and eveningsWorking Conditions
Normal office working conditionsMust be able to work some nights and weekendsPhysical Requirements
SittingStanding (not walking)WalkingLifting up to 20 pounds
Disclaimer
This job description represents an overview of the responsibilities for the above referenced position. It is not intended to represent a comprehensive list of responsibilities. A team member should perform all duties as assigned by his/ her supervisor.
ALREADY A TEAM MEMBER?
You must apply or refer a friend through our internal portal
Click here
CONNECTION
Our Mission and Values are more than just words on the wall - they're the one constant in an ever-changing environment and the bedrock on which we build our culture. They're the core of who we are and the foundation of every decision we make. It's not just what we do that sets us apart, but how we do it.
Learn More
EMPOWERMENT
We believe in managing your time for business and personal success, which is why we empower our Team Members to lead balanced lives through our benefits total rewards offerings. fot full-time and eligible part-time TSC and Petsense Team Members. We care about what you care about!
Learn More
OPPORTUNITY
A lot of care goes into providing legendary service at Tractor Supply Company, which is why our Team Members are our top priority. Want a career with a clear path for growth? Your Opportunity is Out Here at Tractor Supply and Petsense.
Learn More
Join Our Talent Community
This position is responsible for providing first line technical and non-technical support to all Tractor Supply Company Store Team Members by troubleshooting problems, and/or researching and answering questions. This position will provide answers to Store Team Members by identifying problems, researching answers, and guiding the Team Member through corrective steps to resolve issues, or will assist with any problem or question relating to Tractor Supply. The Help Desk Team Member will partner with the appropriate team for resolution on escalations.
Essential Duties and Responsibilities (Min 5%)
Provide first line support for all stores' operational and procedural questions, and IT related issues by utilizing multiple applications/systems and resources.Diagnose problems to determine level of technical assistance required; if unable to resolve problem, escalate or assign to next level in accordance with escalation proceduresIdentify, research, troubleshoot, and resolve all Point of Sale, Inventory, Software, and Hardware related problems while navigating through various applications/systemsProvide accurate information in a fast-paced environment while handing high volume inbound calls in a professional manner.Document all interactions in a contact logging system with clear and concise detailsWork and respond to tickets generated by voicemails, self-service tickets, and emails in a timely and professional mannerFollow-through with any research on Open and Aged Tickets to ensure complete resolution in a timely mannerInstruct Store Team Members through installing hardware and peripherals as neededAssists with various other technical tasks, as required, such as: imaging computers, assisting with projects, application rollouts, and preventative maintenancePerform other duties as assigned by supervisorRequired Qualifications
Experience: 0-2 years' experience. Customer service, retail and technical Help Desk experience preferred. Experience in Microsoft Word, and Microsoft Excel preferred.
Education: High school education or equivalent. College degree preferred. Any suitable combination of education and experience will be considered.
Preferred knowledge, skills or abilities
Must possess excellent customer service skillsMust demonstrate effective oral and written communicationsMust have the ability to work as a part of an Operations team focused on servicing our customers and improving the efficiency of all Operations functions as well as having the ability to work independentlyMust have the ability to handle conflict positivelyMust have ability to work in a fast-paced environment and react to issues with a strong sense of urgencyMust be receptive to change and can adapt to changing prioritiesMust have good interpersonal skills and teamwork awarenessMust demonstrate strong problem-solving skillsMust have strong multi-tasking skillsMust be capable of learning and using Help Desk technologiesMust be able to work a flexible schedule, including weekends and eveningsWorking Conditions
Normal office working conditionsMust be able to work some nights and weekendsPhysical Requirements
SittingStanding (not walking)WalkingLifting up to 20 pounds
Disclaimer
This job description represents an overview of the responsibilities for the above referenced position. It is not intended to represent a comprehensive list of responsibilities. A team member should perform all duties as assigned by his/ her supervisor.
ALREADY A TEAM MEMBER?
You must apply or refer a friend through our internal portal
Click here
CONNECTION
Our Mission and Values are more than just words on the wall - they're the one constant in an ever-changing environment and the bedrock on which we build our culture. They're the core of who we are and the foundation of every decision we make. It's not just what we do that sets us apart, but how we do it.
Learn More
EMPOWERMENT
We believe in managing your time for business and personal success, which is why we empower our Team Members to lead balanced lives through our benefits total rewards offerings. fot full-time and eligible part-time TSC and Petsense Team Members. We care about what you care about!
Learn More
OPPORTUNITY
A lot of care goes into providing legendary service at Tractor Supply Company, which is why our Team Members are our top priority. Want a career with a clear path for growth? Your Opportunity is Out Here at Tractor Supply and Petsense.
Learn More
Join Our Talent Community