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Tier 1 Support
OSI Restaurant Partners, LLC
Tampa, FL US
Merchandising, Purchasing & Retail
Tier 1 Support
Title: Tier 1 Support Location: null Other Locations: null The following position description contains representative examples of work that will be performed in positions allocated to this classification. It is not required that any position perform all of the duties listed, so long as primary responsibilities are consistent with the work as described. Roles and responsibilities can often be expanded to accommodate changing business conditions and goals, as well as to tap into the skills and talents of the individuals in the company. Accordingly, associates may be asked to perform duties that are outside the specific functions that are listed.
Description The Tier 1 Support Associates' role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Tier 1 Associates will be the initial point of contact for all customers engaging Bloomin' Brands Technical Support. They are responsible for the logging of all incoming communications (email, voicemail, live calls, etc.) into the Incident Management ticketing system in a timely manner with correct prioritization. The Tier 1 Associate will perform troubleshooting for incidents using all available resources with the objective of resolving each incident on a First Call Resolution basis.
Responsibilities · Field incoming requests from end users via telephone, e-mail or other established Support channels · Document all relevant information, including name, department, contact information, and nature of issue, troubleshooting steps taken, and resolution · Prioritize and resolve incidents as defined with the ITIL methodology. Escalate and oversee resolution of incidents to the appropriately experienced Tier 2 Associate · Utilize knowledgebase, FAQs, teammates and all other available resources to aid in incident resolution in order to resolve customers issues effectively and efficiently · Identify and learn appropriate software and hardware used and supported by the organization · Perform preventative maintenance when needed, including checking and cleaning workstations, printers and peripherals · Perform post-resolution follow-ups to help requests · Contribute to overall team effort in achievement of established SLAs · Consistently meet and exceed established benchmarks in performance set forth by management for all Tier 1 Associates Knowledge & Experience · At least two years help desk and customer service experience · A and/or Net Certifications · Knowledge of basic computer hardware, including POS equipment · Experience with desktop operating systems · Working knowledge of a range of diagnostic utilities · Strong understanding of the organization's goals and objectives · Exceptional written and oral communication skills · Exceptional interpersonal skills, with a focus on rapport-building and teamwork · Strong documentation skills
Bloomin' Brands, Inc. is an equal opportunity employer. M/F/D/V are encouraged to apply.