TAC Outfitter Experience

Bass Pro Shops; Springfield, Northern (MO, KY); On-site; USD 42,000 - 55,000; Part time

Benefits offered by this job

Discounts on retail merchandise

Dental and Vision

Voluntary benefits

401k

Retirement savings

Paid holidays

Paid vacation

Bass Pro Cares Fund

Job summary

Bass Pro Shops is seeking a Technical Assistance Center specialist in Springfield, MO to deliver frontline technical support to end users by phone, email, or chat. You will create and manage incident tickets and contribute to daily tasks and projects.

The role requires 2 years in a call center or customer service environment, a Diploma/GED (BS preferred), and IT certifications such as CompTIA or ITIL. Proficiency in Windows, macOS, Active Directory, and Office is expected.

Qualifications

• Diploma or GED required; BS preferred.
• 2 years in a call center or customer service.
• CompTIA and ITIL certifications are preferred.

Responsibilities

• Provide front line technical support via phone, email, and chat.
• Provide password support using Active Directory.
• Use remote management tools to diagnose and resolve endpoints.
• Maintain ticket creation and management.
• Stage automated messages and communications to end users.
• Create knowledge base articles from ticket resolutions.

Skills

Customer service

Omni-channel support

Technical explanation

Learning agility

Independent judgment

Education

Diploma or GED

BS in Computer Science or related field

CompTIA and ITIL certifications preferred

Tools

Active Directory

Windows

macOS

Microsoft Office

Job description

POSITION SUMMARY

The Technical Assistance Center (TAC) team provides technical support to the company’s end users over the phone, in person, or remotely via remote access software. Responsibilities for Outfitter Experience include creation of incident tickets, providing front line technical support and other daily tasks and project tasks as assigned.

ESSENTIAL FUNCTIONS

• Provides front line technical support via phone, email, and chat.
• Provides password support using tools, such as, Microsoft Active Directory.
• Works within remote management tools to find information and deploy resolution to endpoints.
• Maintains ticket creation and management.
• Stages automated messages and communications to end users.
• Creates knowledge base articles based on day-to-day ticket resolution.
• ALL OTHER DUTIES AS ASSIGNED

EXPERIENCE/QUALIFICATIONS

Minimum Degree Required: Diploma/GED Preferred Degree: BS Degree in Computer Science or Related Field Certificate(s) or License(s): CompTIA and ITIL certifications are preferred. Experience: 2 years of experience in a call center or customer service environment

KNOWLEDGE, SKILLS AND ABILITY

Intermediate knowledge of computing systems including, but not limited to: Microsoft and Apple operating systems, Microsoft Office, Microsoft Active Directory, as well as ability to learn new systems as they are implemented into the enterprise. Ability to provide world‑class customer service to end‑users via an omni‑channel communication approach. Ability to explain complex technical solutions in a precise, simplified manner. Flexibility and a passion to grow and learn. Ability to balance role expectations with other initiatives and projects.

TRAVEL REQUIREMENTS

Some initial requirements may be present for training but not regularly.

PHYSICAL REQUIREMENTS

Regularly performs computer work, stands and sits. Occasionally walks. Seldom/never lifts up to 50lbs.

INDEPENDENT JUDGEMENT

Performs tasks and duties under general supervision, using established procedures and innovation. Chooses from limited alternatives to resolve problems. Occasional independent judgment is required to complete work assignments. Often makes recommendations to work procedures, policies, and practices.

Part Time Benefits Summary

• Enjoy discounts on retail merchandise, our restaurants, world-class resorts and conservation attractions!
• Dental Vision
• Voluntary benefits
• 401k
• Retirement Savings
• Paid holidays
• Paid vacation
• Bass Pro Cares Fund
• And more!

Bass Pro Shops is an equal opportunity employer. Hiring decisions are administered without regard to race, color, creed, religion, sex, pregnancy, sexual orientation, gender identity, age, national origin, ancestry, citizenship status, disability, veteran status, genetic information, or any other basis protected by applicable federal, state or local law.

Reasonable Accommodations

Reasonable Accommodations Qualified individuals with known disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws. If you need a reasonable accommodation for any part of the application process, please visit your nearest location or contact us at [e-mail].

About Bass Pro Shops

Bass Pro Shops is North America’s premier outdoor and conservation company. Founded in 1972 when avid young angler Johnny Morris began selling tackle out of his father’s liquor store in Springfield, Missouri, today the company provides customers with unmatched offerings spanning premier destination retail, outdoor equipment manufacturing, world‑class resort destinations and more. In 2017 Bass Pro Shops joined forces with Cabela’s to create a “best‑of‑the‑best” experience with superior products, dynamic locations and outstanding customer service. Bass Pro Shops also operates White River Marine Group, offering an unsurpassed collection of industry‑leading boat brands, and Big Cedar Lodge, America’s Premier Wilderness Resort. Under the visionary conservation leadership of Johnny Morris, Bass Pro Shops is a national leader in protecting habitat and introducing families to the outdoors and has been named by Forbes as “one of America’s Best Employers.”