Processes incoming Customer requests received through various communications (for example, phone calls, email, system software, walk-ups) by correctly determining the needs of the Customer; utilizing Wal-Mart assigning problem tickets; utilizing department-specific terminology in order to direct requests correctly; escalating or resolving critical requests; and routing the Customer to the appropriate individual or department when necessary.
Ensures tasks are completed accurately and within guidelines by following appropriate documentation procedures; assisting other team members in following guidelines and procedures; notifying management of discrepancies found between documentation and proper procedures; and facilitating the resolution of discrepancies within the documentation.
Troubleshoots and resolves complex issues by gathering needed information; formulating an action plan; performing actions as designated in the plan; interpreting the results to determine further action; utilizing online documentation, personal experience, and knowledge; and engaging support teams as needed to assist in the resolution of issues.
Manages and completes Customer requests with minimal supervision by resolving hardware or application failures; assigning requests to other teams as required; following documented processes; and reviewing requests periodically to determine correct priority.
Obtains knowledge about the business and team responsibilities by observing and interacting with teammates and asking them questions; attending training classes; and completing online computer based learning (CBL) sessions.
Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.Minimum Qualifications: 1 year work experience in IT, retail, or customer service.
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.Information Technology, Microsoft Office, Programming Languages, Systems Integration