Job Title: Service Desk Specialist
Who we are:
As one of the largest for-profit thrift operators in the United States, Canada and Australia for value priced pre-owned clothing, accessories and household goods, our mission is to champion reuse and inspire a future where secondhand is second nature. We supply our stores with gently-used, one-of-a-kind items that have been donated by the community to local nonprofit organizations. We purchase these items directly from our nonprofit partners, redirecting billions of pounds of used items away from landfills and on to our store racks and shelves for reuse, and providing our partners with valuable funding for their community-based programs and services. You’ll often hear us say that we are “Thrift Proud.” It’s the millions of loyal customers who visit our 300+ stores and our more than 22,000 team members that make it possible. Learn more about the Savers® family of thrift stores, our impact, and the #ThriftProud movement at savers.com.
Our brands are Savers (in the U.S.), 2nd Ave (in the U.S.), Value Village (in the U.S. and Canada), Unique (in the U.S.), Village des Valeurs (in Quebec) and Savers Australia.
What you can expect:
· The opportunity to celebrate uniqueness. We are made up of people from many different backgrounds, experiences, and perspectives, all with something special to contribute.
· To work in a purpose-driven company, with a business model that people love for our impact on both the planet and local communities.
· An investment in the career path interests of our people. With our aggressive store expansion plans, we recognize the importance of the continued growth and development of our team members.
What you get:
Comprehensive onboarding and training from day one.
In-house expertise! Our training department / Savers University develops and delivers robust training to every team member across our organization — from new hires to senior executives. We develop around 90% of our training internally, and partner with a variety of renowned providers to supplement our offerings.
Benefits offerings including:
Bundled health plans such as medical, Rx, dental and visionCompany-paid life insurance for extra protection and peace of mindPrograms to stop smoking, diabetes management coaching, and on demand care options.A 401k plan with generous company matching contributions to assist you in saving for a secure financial future.Paid time off from work for leisure or other hobbies.A range of mental health services to assist you in managing daily life.
What you’ll be working on:
We are looking for passionate experienced advocates with strong business acumen and technical skills, to support existing and new solutions helping the business succeed. The role will utilize exceptional customer/partner empathy, strong technical skills, along with effective communication and collaboration, to successfully support business critical solutions.
Support Savers mission and vision by providing customer service and advanced troubleshooting support on company software and computer hardware across our adverse user base. The core responsibility for this position is to support our IT user base through proper identification and escalation of incidents working in a Tier 1 through Tier 3 environment helping to meet established SLA’s and OLA’s.
What you have:
Receives inbound calls and accurately notates details in ticketing systemUses good judgment to determine when a call should be handled or escalated in order to achieve call/case resolutionField Tier-I IT service desk incidents/requests and properly escalating tier-II and above calls through effective trouble shooting. Serve as the initial point of contact for some IT helpdesk calls during hours of operation to include routing calls to the appropriate person and/or department as well as escalations. Enable the business by resolving issues for stores, quickly diagnosing printer issues, POS solutions support and back-office operations. Responsible for ticket resolution; driving customer satisfaction scores up, aligning KPI’s and metrics to SLA’s. Address in-team escalations, liaison with team managers for escalation responses and at times be the incident owner for P1 or Critical events. Responsible for delivering high impact troubleshooting and incident resolutions for the business, including providing excellent customer service, driving incident and problem resolutions, working collaboratively with teams (business, networking, sys ops, etc.). Directly involved with support documentation, KB articles and attend Change Control meetings at the discretion of the Service Desk Manager.Monitoring critical network portals to identify possible issues in the field.Participate in End User Training for Self Service portal and new analysts within ticketing system.Be a thought leader within the organization, someone who can help advance our support strategy and challenge others toward changeRequired Knowledge, Skills and Abilities: Demonstrate strong customer service skills and providing excellent, professional support to our team members for a wide variety of issues.Demonstrated ability to establish credibility and rapport with both technical and non-technical users.Technical troubleshooting abilities.Expert knowledge of Microsoft Office SuiteAbility to communicate effectively, cooperatively and persuasivelyAbility to interpret and consistently apply standard processes and procedures.Exceptional problem-solving skills Accurate identification and categorization skillsStrong prioritization skills
Minimum Required Education, Training and Experience:
Bachelor’s degree in Computer Science or related field or equivalent experience1-2 years prior work in customer service in IT support center environment
FLSA: Non-exempt hourly (eligible for over time)
Travel: 5% or less
Work Type/Location: In-Office, Boise
Savers is an E-Verify employer