Application Support Analyst
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Information Technology
Hartland, WI, USA
Hourly
Full Time
Full-benefits package including medical/dental insurance options, PTO, 401(K), pet insurance, tuition reimbursement program, employee discounts, and more
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TheApplication Support Analystprovides first line end-user support for franchises, corporate stores, and staff members. As anApplicant Support Analystlocated at the Batteries Plus Corporate Office in Hartland, WI, you will play an integral part of the support services team. In this role, time will be spent r esearching inquiries, prioritizing client issues, escalating critical issues and communicating accurate resolutions related to computer hardware and application software functions.
Responsibilities:
Support Store Infrastructure
Dedicate approximately 90% of the time to phone support. The remaining time is dedicated to specific project and task work
Support the company standard hardware and application software (researching inquires, prioritizing client issues, escalating critical issues, and communicating accurate resolutions) staying within the support guidelines
Support the VPN infrastructure, any LAN components and retail hardware to the satisfaction of our customers
Provide comprehensive support on all company standard applications and hardware, and "best effort" support on non-standard applications and hardware
Position involves availability for rotating shifts, including late, early, and Saturday shifts , and participation in evening on-call rotation and non-business hours support
Store Application Support
Perform Tier 1 support activities to include: handling phone calls/emails, documenting problem and troubleshooting activities in call tickets
Escalate appropriate complex issues with completed call notes to Tier 2 or Tier 3 support
Record and maintain accurate and timely logging of support calls and problem resolution
Develop knowledge of company applications, while understanding capabilities and limitations
Maintain and keep abreast of current department functions, processes and procedures
Adhere to automatic call distribution (ACD) call queue best practices to achieve our service level metric goals
Assist with POS training of employees and franchisees as needed
Organization and Documentation
Train and keep department staff apprised of developments in assigned key knowledge area(s)
Assist in project work as assigned. (May consist of creating or updating documentation, leading portions of training sessions, testing software, remotely installing or talking through installation of software to end user)
Inform manager of potential unmanageable issues that may affect stores/owners support
Create and update documentation for support team members and customers
Qualifications:
High School Diploma or equivalent required
Minimum 2 years experience troubleshooting application software (accounting, distribution, retail) in a customer service environment
Preferred Qualifications:
Demonstrated technical aptitude with the ability to learn the Batteries Plus technical tool set with minimum direction
Understanding of basic computer hardware (i.e. PC, printers, networks)
Some experience training in a small group setting is preferred but not required
Requires the use of judgment in the analysis of facts and circumstances surrounding individual problems in the determination of actions to be taken within the limits of standard or accepted practices using established procedures
A Bit About Us:
Batteries Plus is the nation's largest and fastest-growing battery, light bulb, phone repair and key fob replacement franchise with a nationwide network of over 720 stores. We work hard here at Batteries Plus, and we have a lot of fun while we do it. Whether you work in our warehouse, one of our stores or at our corporate headquarters, our goal remains the same: to satisfy our customers, build trust and drive business, while nurturing our team and working to be experts in our fields. That's life at Batteries Plus.
It is the policy of Batteries Plus to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristic under applicable law.
