Systems Support Representative

Job Description

Provides phone support to our retail stores, networks, hardware (ex. phones, printers, fax, etc.) and software troubleshooting (ex. Point of Sale, Payroll, Password resets, etc.) and other store support-related functions as needed. The role is metrics-based and is an in-office position.

• Troubleshoots basic and advanced software/hardware issues with internal customers via phone, emails, or remote access tools to 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 the hardware team to resolve hardware and networking-related requests, with the 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 or remote access software to determine the nature of the problem and escalates/prioritizes for problem resolution with the appropriate departments.
• Supports Stores, Call Center, and RSC associates with diagnosing, troubleshooting, resolutions, and escalations, if needed, of issues.
• Documents all calls into Serve (call tracking software), including details of the problem, escalations, and resolution.
• Provides outstanding support to all customers and other company departments as needed.
• Responds to up to 35 trouble tickets per day through inbound phone, email, and chat.

• 2-4 years of technical call center support experience. (Required)

• High School Diploma or equivalent (Preferred)

• Intermediate:
  Spreadsheet, Word Processing/Typing. (Required)
• Computer networking. (Preferred)
• Must be able to type 40 WPM. (Required)
• Ability to work at least 1 Saturday a month. (Required)
• Ticketing system (Serve). (Required)
  POS Experience. (Required)
• Must have a good understanding of computer operating systems, including Windows and Linux. (Required)
• Effective problem-solving and troubleshooting skills. (Required)
• Excellent verbal & written communication and documentation skills, with the ability to listen and understand instructions. (Required)
• Excellent telephone and interpersonal skills. (Required)
• Completion of in-depth side‑by‑side classroom training. (Required)
• Must be able to work unsupervised, as well as part of a team, and produce the same quality output. (Required)
• Experience supporting a proprietary software application or POS system. (Required)

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 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.