Job Information
Do it Best Corp. Business Technical Support Specialist in Fort Wayne, Indiana
Business Technical Support Specialist
Location: Fort Wayne, IN
Level / Hours : Hourly / 10:30am - 7:00pm Department / Company: IT / Do It Best Reports to: Manager of IT Support Travel: Minimal travel may be required if needed for training About this role:
Our Business Technical Support Specialists provide technical phone support for members and vendors with questions regarding member portal (mydoitbest.com), vendor portal, Mobile Assistant, and data communications. Responsibilities:
Participate in phone support rotation / group receiving member and vendor calls.
Answer member and vendor call and email questions regarding portal applications including but not limited to the base site, catalog, claims, invoices, lumber and commodities catalogs, image search, market sites, Sneak Peek and bulletins. Maintain content in areas of responsibility.
Troubleshoot reported portal and application errors.
Provide full support and administration of the Mobile Assistant program. Administer inventory control for applicable hardware. Oversee developmental enhancements. Support depot maintenance. Process rental billings. Maintain user documentation.
Provide support for our Market Savings Builder application.
Escalate calls to 2nd level PC/Web support, Infrastructure or the business users as appropriate.
Monitor 2nd level call alerts keeping users updated on issue status.
Assist UPC Coordinator, EDI Vendor Support, and Retail Technical support with assigned projects.
Execute discontinued member processes.
Generate management reports. Monitor assigned reports for errors.
Test new applications or modifications to the member and vendor portals.
Train and stay current on new applications and changes to the member portal, vendor portal and all supported applications as detailed above.
Utilize call tracking software for knowledge base and historical research.
Education and Experience Minimum
High School Degree
Experience with personal computers
Knowledge of Microsoft Word and Excel
Knowledge of Internet communications
Experience with training/mentoring/coaching/helping others understand a process
Problem solving experience
Desired
Technical School education with area of concentration in Information Technology
Experience using Google Docs and Google Sheets, or equivalent.
Experience providing phone support to end users
Application testing experience
Skills and Abilities: Minimum
Good communications skills
Organized
Patience and calm demeanor
Testing / Quality assurance skills
Ability to speak to a group
Create and edit Google documents
Desired
Excellent phone communication skills
Ability to juggle multiple open issues and prioritize for urgency
Ability to create and edit access database applications
Core Competencies 1) Fluent in usage of the Do it Best Phone system (need to have this competency within the first 2 weeks) Ability to:
Answer call
Put caller on hold
Transfer a caller
Retrieve a message
Fast forward a message
Forward a message
Save a message
Recall saved messages
Delete a message
Training
Review documentation on phone usage
Review process with mentor
Practice
2) Good familiarity with call tracking software (need to have this competency within the first 4 weeks) Ability to:
Enter a call
Attach an email
Lookup call
By call number
By user
Run report of open calls
By user
Run report of closed calls
By user
By date range
Update call status
Close a call
Transfer a call
Training
Review/study software user documentation
Question/review with mentor
Practice
3) Familiarity of supported applications (need to have this competency within the first 4 weeks) Ability to:
Receive member and vendor calls
Identify who would know answers to challenging questions
Benefits available to you:
Full insurance benefits package including Medical, Dental, & Vision with a premium free plan available
Paid time off to foster work/life balance
Profit sharing
Bonus Pay opportunities
Retirement funding opportunities
Education reimbursement
Health club reimbursement
Career advancement opportunities
About Do it Best:
We’re the only US-based, member-owned hardware, lumber, and building materials co-op in the home improvement industry. We proudly serve thousands of locations in over 50 countries, offering exceptional merchandise and services driving us to nearly $5 billion in annual sales. Our goal is to help our members grow and achieve their dreams.
Culture:
Each team member is valued as an individual - with their intrinsic value at the forefront. We prioritize your career growth through one-on-one training, conferences, tuition assistance, mentoring and more. We encourage authentic relationships by hosting social events and fostering a culture where lasting friendships are made. In fact, the three most valued aspects of being a part of the Do it Best team are the culture, the compensation, and the level of fulfillment that each team member experiences from their role.
Our Philosophy: Serving others as we would like to be served
Our Mission: Making the best even better
Our Goal: Helping members grow and achieve their dreams