Technical Support - In office
Location
Lawrenceville, GA | United States
Job description
At National Vision we believe everyone deserves to see their best to live their best. We help people by making quality eye care and eyewear more affordable and accessible.
National Vision is one of the largest optical retail companies in the United States with over 1,100 stores. We operate four retail brands: America’s Best Contacts & Eyeglasses, Eyeglass World, and Vista Opticals inside select Fred Meyer stores and on select military bases. We offer an innovative culture where training is a priority, hard work is praised, and career growth is a reality.
Right now we're looking for System Support Representatives to join our growing team.
This is an in-office role that provides network, hardware and software troubleshooting as it relates to our POS (Point of Sale) system.
This role requires working in our office in Lawrenceville, GA.
Job Description
What would you do? – The Specifics
- Troubleshoots basic and advanced software/hardware issues with internal customers via phone, support ticketing system requests and remote desktop support.
- Maintains and increases job knowledge on all applicable applications and hardware via training, documentation and personal research.
- Works with Hardware Engineer to resolve hardware and networking related requests, with Application Engineer to resolve software related requests and with the Distribution Center to resolve inventory related requests.
- Guides the user through an appropriate diagnostic procedure via telephone to determine the nature of the problem and escalates/prioritizes for problem resolution with the appropriate departments.
- Documents all calls into Footprints (call tracking software) including details of problem and resolution.
- Provides outstanding support to all customers and other NVI departments as needed.
- Follows all department/company procedures and policies.
Qualifications
- High School Diploma/GED required; Associate’s Degree in Networking preferred.
- 2 to 4 years technical support experience.
- Must have good understanding of computer operating systems including Windows and Linux.
- Strong knowledge of software systems including MS Office Suite, various web broswers and e-mail.
- Experience with computer networking.
- Must be able to type 40 WPM. Typing test may be required.
- Excellent telephone and interpersonal skills.
- Ability to work at least 1 Saturday a month.
- Experience with a Ticketing system (Footprints) and a POS Experience (SDS) preferred.
- Previous Point Of Sale Help Desk experience is a preferred.
- Completion of in depth side by side training.
- Excellent verbal & written communication with the ability to listen and understand instructions.
- Approaches all encounters with customers and co-workers in an attentive, friendly, courteous, and service-oriented manner.
- Effective problem solving and troubleshooting skills.
- Highly organized with strong follow up skills and the ability to multi-task.
Additional Information
Taking Care of our People!
We understand the importance of financial health and security, and because of that, we provide competitive compensation to all Associates. We also offer a comprehensive benefits package including health and dental insurance, 401k retirement savings with company match, flex spending account, paid personal time off, paid company holidays, parental leave, employee eyewear discount and much, much more. At National Vision, we strive to deliver opportunities for professional growth and long-term career fulfillment. We provide training programs, access to educational courses and pride ourselves on the ever-increasing amount of promotions from within.
We value and respect the unique and individual differences that everyone brings. We embrace all differences in matters of diversity, equity, and inclusion to create a place where people want to come, stay, and do their best work.
We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, and other legally protected characteristics.
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