Helpdesk Technician I

Helpdesk Technician I

The Help Desk Agent will provide professional and courteous customer service to Phillips 66 Marketers and Dealers regarding their Network connectivity and credit card acceptance, Fuel Allocations Supply Management, and Extranet Support. The Help Desk Agent Level 1 position requires 24 / 7 availability, and the ability to provide customers with timely, accurate and efficient technical support.

Responsibilities May Include Must be willing to work any shift.

• Responding to customer inquiries via phone, IM, online networks, and / or email, troubleshooting and resolving issues with credit card processing.
• Troubleshooting and Point-Of-Sale hardware, software and / or network connectivity issues.
• Facilitating customer supply requests based on guidelines developed by Customer Supply Management (CSM).
• Supporting consumers and Marketer / Dealer through retrieval requests and chargeback inquiries in Credit Card Settlement System.
• Supporting Marketer / Dealer inquiries concerning credit card batch totals and reconciliation.
• Maintain appropriate paperwork and records and required to meet established job performance targets which include customer service, productivity and quality standards.
• Maintain technical proficiency in all software, hardware and web-based software and platforms assigned and applicable to the role.
• Supporting Marketer / Dealer requests regarding Phillips 66 extranet sites (Bizlink / Lubestream).

Position Requirements Basic / Required :

Preferred :