Employment Opportunities

Service Desk Supervisor

GNC Inc.
Posted: 02/09/17

Summary:

This position oversees and supports the professionally staffed Service Desk personnel. Managing the performance of the Service Desk Analysts to ensure service levels are achieved and customer expectations are met or exceeded is paramount. Key responsibilities include: Performing quality assurance checks regularly of work activities performed by the analysts, providing coaching and guidance to ensure the highest possible customer satisfaction is delivered. Promoting and enforcing the proper usage of the IT Service Desk Management processes including Incident Management, Problem Management and Change Management.

Assist with interviewing and evaluating potential talent to build and maintain a highly effective team. Assessing the performance of existing associates and recommending improvement opportunities at both the individual and team levels.

Resource coordination to react/support unplanned situations. Providing leadership, guidance and point of escalation during problem situations. Collaborate with other IT Support Groups to achieve seamless operation, quick and decisive responses to all situations and facilitate consistent and comprehensive interaction amongst support teams. Follow up on open incidents to improve incident quality to ensure proper resolution details are captured so future reoccurrences can be reduced or eliminated.

Essential Duties and Responsibilities:

Support the Service Desk during scheduled Hours of Operation and provide after-hour or on-call support to confirm store or system performance is at expected levels.
 Assists with the development of Service and Business Level Agreements to set expectations and measure performance.
 Oversee the Service Request and Incident Management Processes confirming all internal and external Service Level Agreements are met.
 Lead the effort to enhance and expand our standard support procedures for situations that arise compromising the effective and timely execution of critical systems and services.
 Monitor and manage phone queue (participating in escalated calls as needed).
Oversee Solutions repository to ensure solutions are available to the staff.
 Advise management on situations that may require additional support or escalation.
 Manage process for communicating outage/emergency activities to the organization.
 Manage vendor relationships as it depends on daily operational needs.
 Review survey feedback to improve services, tools and support experience.
 Serves as the focal point for all related technical support issues; escalating and engaging other teams as necessary.
 Develop and maintain the Analyst Work Schedule to safeguard proper support coverage.
 Set objectives for the department’s quality and productivity measures; train and mentor direct reports to comply with departmental policies, practices, and procedures to effectively and efficiently accomplish goals.
 Complete performance appraisals, provide professional guidance, mentoring and other supervisory duties as needed.
 Invoke problem escalation procedures to coordinate recovery.
 Prepare and maintain a Standard Operating Procedures manual for all Service Desk activities.
 Isolate problem trends and ensure that troubleshooting efforts are completed for recurring problems until permanent solutions are found.
 Provide data and reporting of KPI’s and trends to leadership and others in ad-hoc, weekly, monthly and as needed.

Experience:

 Bachelor’s degree in Business Management or Management Information Systems with 7-10 years Retail Management experience or a combination of education/experience required
 Strong understanding of Service Desk related best practices, policies, procedures and implementation experience
 Ability to effectively communicate complex technical issues; proactively recommending improvements to processes and procedures
 Ability to proactively identify and evaluate problems to determine root causes while escalating risk areas to mitigate their impact
 Ability to quickly translate issues and service interruptions into an impact analysis and create a realistic corrective plan of action
 Strong organizational skills to manage multiple shifts with varying coverage requirements
 Ability to multitask and flex- prioritize in a dynamic corporate environment
 Strong interpersonal, problem-solving and conflict management skills with the ability to establish and maintain effective, professional and harmonious relationships
 Assertive individual, self-driven to achieve consistent performance improvement in self and employees
 Problem solving, troubleshooting, and analytical skills with the ability to define problems (both technical and departmental), collect data, establish facts and draw valid conclusions
 Deep understanding and knowledge of specialty retail systems and processes
 Thorough understanding of all store systems, technology, and processes
 Customer-service oriented; self-directed and motivated with strong analytical skills
 Strong interpersonal skills and client consultation skills
 Self-motivated and results oriented
 Strong presentation skills
 Supervisory and leadership capabilities
 Problem solving & troubleshooting capabilities
 Project management knowledge
 Ability to work effectively in a team environment
 Normal office environment


Service Desk Analyst

GNC Inc.
Posted: 02/09/17

The Service Desk Analyst position provides first level problem determination, tracking and resolution or escalation for company owned systems. The ideal candidate will possess excellent customer service and communication skills and assist in delivering world class support to our associates in a collaborative, team environment. This is a dynamic environment which offers exposure to many technologies. Excellent communications skills are required.

Essential Duties and Responsibilites:

 The analyst will provide a single point of contact for all things technology. Assume primary responsibility for installation and initial support of all in-house technology and applications being used
 Provide first level contact, documentation, incident management and resolution for all associates
 Evaluate routine problem situations and determine which emergency operations or escalation procedures are required consulting with a supervisor as appropriate
 Log all issues properly into the IT Service Desk management software
 Place service calls or utilize depot maintenance on store equipment.  This includes troubleshooting, dispatching service providers and/or maintenance shipping of hot spares by consulting with a supervisor
 Provide professional, courteous, prompt, and accurate support and solutions to users
 Continue to follow up with the customer providing updates as needed. If applicable, follow up with internal GNC personnel or external vendor ticketing systems or contacts and provide the customer with necessary updates
 Gather and document detailed problem information and troubleshooting steps
 Utilize the internal Service Desk knowledgebase and procedures. Share documented resolution information with team members so that future issues are resolved faster
 Gain a working knowledge of systems used and standard operational procedures that are in place
 If needed, work with IT on-call engineers and/or vendor support contacts to resolve technical problems
 Must have good communications skills and the ability to understand and translate technical information to/from non-technical users

Experience:

2+ years in a professional IT organization, Helpdesk/Service Desk or Customer Call Center experience preferred
 Excellent communication skills (verbal and written) required to interact with customers, provide support andsolve problems
 Experience with the following:
 Microsoft Windows and Office (Outlook, Excel and Word)
 Client browsing applications such as Internet Explorer, Chrome and Firefox
 Apple/MAC skills a plus
 Mobile device or Point of Sale support experience a plus


Customer Success Manager

ComAround Inc
Posted: 02/07/17

ComAround is looking for an ambitious individual residing in the eastern US, to join our growing US Team. The Pittsburgh area is preferable. You will help us with Customer onboarding, set up customers for adoption success, and be responsible for helping our customers reach their goals. If you are an ambitious, fast learner, with a strong drive and a positive attitude and have a genuine interest in enabling success and providing support to people and organizations, this job will suit you well.

Responsibilities:
• Own relationship with assigned customers, including: Increase adoption, ensure retention, and customer success
• Schedule and conduct online and onsite meetings with new and existing customers
• Engage multiple clients and projects/tasks simultaneously
• Product support and training for new and existing customers online and onsite
• Work together with the support team in Europe
• Maintain and update CRM and Support system

Requirements:

Experience from IT Service Management, Service Desk, and Knowledge Management. If you have worked with ServiceNow, BMC, Cherwell, HP, CA, Zendesk, or other ITSM tools, and have experience from KCS (Knowledge Centered Service), that’s a big plus.

• A Bachelor´s Degree
• An ambitious individual who can meet needs and deliver results.
• 2+ years of experience from working in a service desk
• Past experience with Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention
• Warm and friendly personality with ability to handle all customer types
• Strong interpersonal skills and experience building strong external relationships
• Experience with software-as-a-service (SaaS) products
• Sales experience
• Can express yourself professionally in speech and writing

For the right person we offer a fun, full-time job in a successful company. Please email your resume directly to:

Sebastian Teeling
Head of Customer Success, ComAround
sebastian.teeling@comaround.com