Store Support Technician I

Job Description

Job Description

Working under general supervision, the Store Support Technician I provides the primary support for on-site, near-shore, and off-shore support teams and ensures positive store interactions. Associates in the role will displays a work ethic of service excellence with a sense of urgency, timely communications, and follow up to support our partners. Associates will also provide operations and administrative support to the GameStop IT Service Support team by owning and quickly resolving escalated service issues. The role typically interacts with a supervisor several times a week, perhaps daily, for guidance and support.

This role is onsite in Grapevine, TX 5 days a week.

Hours are 1pm - 9pm, and requires weekend work.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES*

• Demonstrate commitment to service excellence as a tier 2 contact for third party vendors and intervene with calls
• Answer escalated service problems as appropriate to ensure the issues are addressed and communicated to all necessary business partners, support vendors, or IT teams
• Maintain technical knowledge base, troubleshoot process flows, and create new documentation
• Serve as subject matter expert, taking ownership of obtaining information / clarification
• Build business relationships by working closely with other IT teams, project managers, and business partners
• Review third party analysts’ calls and tickets for quality and training purposes
• Report and communicate store operations issues, concerns, or suggestions for improvement to the IT Service Support department management
• Manage relationships in a manner acceptable to others and to the organization; adhere consistently with all organizational policies related to our respectful workplace
• Demonstrate a consistent commitment to field-focused service by prioritizing field-based requests, responding quickly and favorably to field-based feedback, by minimizing tasks, and proactively seeking ways to help store teams focus on customer service as productively as possible
• Work collaboratively with others within and outside of his or her function to achieve goals, simply processes, reduce costs, prevent loss, and to ensure that work is completed safely, accurately, and on time
• Responsible for adhering consistently with all employment policies as stated in the employee handbook provided or as provided by his or her supervisor
• Model the high level of customer service expected of all GameStop associates including, but not limited to, responding to voice mails and emails within organizationally defined timeframes, completing projects as committed, responding to others’ feedback appropriately, and making optimal use of organizationally limited resources by offering assistance to other functional teams when appropriate
• Model team commitment by adhering to the team's expectations and guidelines; fulfilling team responsibilities; and demonstrating personal commitment to the team by being cooperative, collaborative, and flexible

BASIC AND PREFERRED QUALIFICATIONS (EDUCATION and/or EXPERIENCE)

• High school diploma required; one or more years of related, accredited college study preferred
• MS certification preferred
• A+ or equivalent certification preferred
• Network+ or equivalent certification preferred
• Minimum of 2 years in a Support role with Gamestop or equivalent experience.
• Must be available to work any 24 x 7 shift, in order to support evolving business needs including on-call rotations.
• Work for long periods of time, up to 12 hours

MINIMUM QUALIFICATIONS, JOB SKILLS, ABILITIES

• Working ability to communicate effectively with others using written
• Proficient knowledge of Microsoft Office Suite (Outlook, Word, Excel, etc.)
• Proficient analytical, problem-solving and decision-making skills
• Proficient self-motivation and ability to work with little supervision and/or as a team to complete necessary tasks in a timely manner
• Ability to remain effective under pressure; ability to handle stress in a manner that is acceptable to others and to the organization
• Proficient understanding of GameStop's products, processes, and policies
• Ability to demonstrate poise and patience consistently in a fast-paced, potentially high-pressure customer service environment with largely unpredictable variances in activity
• Able to meet timelines, deadlines and prioritize workload as may be required
• Demonstrates professional demeanor, acumen and appearance at all times as a representative of GameStop, Inc.
• Consistently demonstrates a commitment to GameStop policies and procedures, including but not limited to, attendance, confidentiality, conflict of interest, and ethical responsibilities