Customer Technology Support Representative

Intercity Packers Ltd.; Wyoming (MI); Hybrid; USD 42,000 - 65,000; Full time

Job summary

Gordon Food Service is seeking a Customer Technology Support Representative to provide technical support for sales and customer-facing applications. You will handle inquiries via phone, email, and chat, troubleshoot issues, and contribute to a knowledgeable support team.

The role notes a hybrid schedule of four days in the office and one day from home, with after-hours on-call rotation. Strong customer service, communication, and problem-solving skills are required.

Qualifications

• High School Diploma or equivalent required.
• Bachelor's degree in Computer Science, Business or related field preferred.
• 1-3 years customer-facing experience or equivalent.
• Equivalent combination of education and experience may be considered.
• Excellent customer service skills.
• Understand Web Based Customer Facing Technology.
• Strong written and verbal communication skills.
• Ability to multi-task and prioritize effectively.
• Team-oriented and able to work independently.

Responsibilities

• Provide technical support via phone, email, and instant message.
• Resolve issues related to training, program malfunctions, or tech apps.
• Offer 2nd and 3rd level support for specific applications.
• Enter call information into call tracking software accurately.
• Mentor other Call Center staff in areas of specialty.
• Provide external application support as needed.
• Deliver 'how-to' support for business and customer apps.
• Back-up support and handle overflow calls for Customer Service.

Skills

Customer service

Communication

Troubleshooting

Multi-tasking

Team collaboration

Written/verbal skills

Phone/email/IM support

Education

High School Diploma

Bachelor’s degree (CS/Business)

Tools

Call tracking software

Unified User Management Software

Web-based customer facing tech

Job description

Welcome to Gordon Food Service! We are excited that you are thinking about opportunities with us, and we have an amazing story to share. See below for a quick glance of who we are and the impact you could have on the food service industry. There's a seat at our table for you...

Position Summary

The Customer Technology Support Representative will provide technical support to Gordon Food Service internal and external customers on sales and customer facing applications.

What you will do

• Provide technical and how to support via telephone, email, instant message, etc.
• Provide solutions to issues concerning training, program malfunction or technology application with an emphasis on key product segments.
• Provide 2nd and 3rd level support activity on specific applications.
• Enter call information into call tracking software efficiently and accurately.
• Mentor other Call Center staff on areas of specialty as appropriate.
• Provide external application support as applicable.
• Provide "how to" support for business and customer applications.
• Provide back up support and take overflow calls for the Customer Service Department.
• Performs other duties as assigned.

When you will work

Monday through Friday, 9:00am - 6:00pm. Weekly after hours on call rotation once every 6 weeks.

Hybrid Work Schedule

4 days in office, 1 day from home.

What you'll bring to the table

• High School Diploma/Equivalent required.
• Bachelor Degree in Computer Science, Business or related field preferred.
• One to three years previous customer facing experience or an equivalent combination of education, training, and experience.
• In lieu of the specified education and experience requirements, a proven capability to perform the essential functions of the job, as demonstrated by an equivalent combination of education, training and/or relevant work experience may be considered.
• Excellent customer service skills.
• Understand Web Based Customer Facing Technology.
• Demonstrate excellent written, verbal, and communication skills.
• Ability to multi task, prioritize and work efficiently.
• Ability to collaborate in a team environment and independently.
• Understands the principal and process for providing excellent customer service, including customer needs assessment.
• Ability to resolve and troubleshoot technical issues for external and internal customers.
• Understands units of measurements and general mathematics skills.
• Knowledge of Unified User Management Software.
• Knowledge of mobile technology: Android and Apple devices, iOS and O/S.
• Provide After Hour Support.
• Advance knowledge of Google Chrome, Mozilla FireFox, Microsoft Internet Explorer, and Apple Safari.
• 10 key data entry.

Culture

BE PART OF AN AMAZING CULTURE WHERE WHAT MATTERS TO YOU, MATTERS TO US!

Gordon Food Service values our customers and understands that their success is largely dependent upon their workforce. To demonstrate our commitment to our partnership, we will require any candidate who works for a Gordon Food Service customer to provide a letter of support from their management if they are selected for the interview process.

Equal Employment Opportunity

Equal Employment Opportunity is a matter of policy at Gordon Food Service, Inc. and we are committed to a work environment in which all individuals are treated with respect and dignity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or status as a qualified individual with disability. If you require reasonable accommodation for any part of the application or hiring process due to a disability, please submit your request to [e-mail] and use the words “Accommodation Request” in your subject line.

All Gordon Food Service locations are tobacco-free. Gordon Food Service is a drug-free workplace and conducts pre-employment drug tests.

For more than 125 years, Gordon Food Service has delivered uncompromised quality and heartfelt service. From a butter-and-egg delivery service, it has grown into the largest family-operated foodservice business in North America. Today, the company serves customers from restaurants, to healthcare and education, across the U.S. and Canada through its distribution network and more than 180 retail stores.