On-line Technical Support Job Listing at Sears Logistics Services, Inc. in West Des Moines, Iowa (Job ID 124433BR)
Sears, Roebuck and Co., a member of the Sears Holdings Corporation (NASDAQ: SHLD) family of companies, is a leading broadline retailer providing merchandise and related services. Sears, Roebuck offers its wide range of home merchandise, apparel and automotive products and services through more than 2,700 Sears-branded and affiliated stores in the United States and Canada, which includes over 890 full-line and more than 1,350 specialty stores in the U.S. Sears, Roebuck also offers a variety of merchandise and services through sears.com, landsend.com, and specialty catalogs. Sears, Roebuck offers consumers leading proprietary brands including Kenmore, Craftsman, DieHard and Lands' End -- among the most trusted and preferred brands in the U.S. Sears, Roebuck is the 2011 ENERGY STAR® Retail Partner of the Year. The company is the nation's largest provider of home services, with more than 11 million service calls made annually.
The Online Technical Support Specialist is responsible for the reporting of issues with the many websites and applications used by external and internal customers as well as providing basic computer troubleshooting for associates. This position requires knowledge of computer operation and navigation, basic networking, process thinking skills to quickly diagnose and troubleshoot issues, along with communication skills to effectively communicate with the appropriate teams and report issues. Job Duties/Responsibilities: • Provides direct internal and external customer care through telephone and email interactions. • Receives and handles calls and emails from internal customers; diagnoses and reports technical problems. • Resolves basic problems and requests; decides when to escalate issues. • Handles escalated inquiries for technical support from Online Care Associates and business partners. • Moves equipment within the call center such as computers, phones, and registers. Updates records to reflect changes. • Duty includes crawling under desks, reaching above head, and working in confined spaces. • Performs other duties as assigned.
Required Skills: • Ability to quickly diagnose internet access, communication, and navigation difficulties. • Ability to quickly identify and differentiate between technical problems belonging to Sears Online and those that must be resolved outside of Sears Online. • Telephone customer service skills. • Basic knowledge of personal computer operating systems (Windows XP environment). • Ability to quickly navigate the website to answer customer inquiries and gather data to report issues. • Broad but basic knowledge of products and services. • Ability to type clearly and quickly with proper grammar, syntax, and punctuation. • Frequent sitting, some standing, walking, bending, and reaching as needed. • Ability to frequently use fingers and hands to manipulate computer and telephone equipment. • Ability to communicate with customers and co-workers while continuously wearing a telephone headset.
A comprehensive and competitive benefit program is designed to meet the needs of our associates and their families. Benefits eligibility depends on employment classification, location, and other variables. Benefits offered include:
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