Analyst, Sr Support Center

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Meijer Rewards

Weekly pay

Scheduling flexibility

Paid parental leave

Paid education assistance

Team member discount

Development programs for advancement and career growth

Please review the job profile below and apply today!

Provides leadership and accountability for Support Services in the absence of Management. Provides quality support to Support Services team members and Support customers, employing a high degree of customer service, technical expertise, and timeliness. Interacts frequently with Senior leadership and Supports customers and is effective in interpersonal communication and problem solving. Uses a high degree of patience and problem management techniques. Adheres to established standards in resolving problems while following through on resolution with users. Assists with managing and escalating incidents, as neeeded including High / Critical issues with timely communication according to procedures.

What You'll Be Doing :

• Performing leadership responsibilities and accountability in the absence of the Management team, as well as during specific needed time frames.
• Be accountable for / lead the process of all Critical issues.
• Be accountable for / engage Incident Management and Senior Management as needed.
• Review all Critical Notification pages before they are sent, including all communication being posted or sent out from 1st Level Support.
• Determine incident criticality as needed.
• Take over issues as needed to insure timely movement on them.
• Provide accurate and creative solutions to user problems of moderate nature to ensure user productivity.
• Enhance and develop quality support methods and communication skills through coaching feedback and other developmental approaches.
• Assist in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction.
• Research, resolve, and respond to questions received via telephone calls, emails and chat in a timely manner, in accordance with standards.
• Escalate incidents to appropriate individuals based upon established guidelines and procedures.
• Assist Help Desk team members in the handling of issues accurately with dignity and respect for all involved according to all policies and procedures.
• Monitor all active incidents to ensure proper and timely handling, communication, and resolution.
• Monitor and react to call volumes based upon forecasted staffing needs, skills, and daily attrition.
• Assist with team projects and reporting that enhance the quality or efficiency of Helpdesk service.
• Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers.

What You'll Bring With You (Qualifications) :