H-E-B is a leading innovator in technology, and our Information Solutions (IS) Partners collaborate to design, construct, implement, and support technology solutions that affect operations company-wide. As an IS Help Desk Technician I, you will serve as a technical agent, working under immediate supervision and from detailed verbal / written instructions, providing support to one or more of the following areas: DSD Help Desk, POS / Bookkeeping Help Desk, or Order and Billing.
Once you're eligible, you'll become an Owner in the company, so we're looking for commitment, hard work, and focus on quality and Customer service. 'Partner-owned' means our most important resources--People--drive the innovation, growth, and success that makes H-E-B The Greatest Retailing Company.
Do you have a:
HEART FOR PEOPLE... excellent customer service skills?
HEAD FOR BUSINESS... preference for combining technical knowledge and customer support?
PASSION FOR RESULTS... ability to troubleshoot?
We are looking for:
What is the work?
IT Technical Support / Customer Service:
Accepts calls from on-line users, records all Help Desk requests in the Help Desk call management system, attempts to provide initial problem identification and possible solutions (first call resolution [FCR]), and escalates to appropriate level if unable to resolve within a defined time-frame
Assists in training users in problem-reporting procedures (e.g., identifying nature of problem, applying corrective action, possible prevention application, etc.)
Assists in reporting all network faults, including hardware, software, Vendor maintenance, and circuit problems to responsible parties
Uses system monitoring tools to proactively identify and resolve incidents as appropriate
Serves as first point of contact for 911 reports pertaining to all Tier 1 applications and systems
Regularly engages with second- / third-tier support, including H-E-B and Vendor (onshore / offshore) support
Answers questions pertaining to DSD policies
Assists in DSD invoice corrections / adjustments / voids
Troubleshoots / corrects money order print problems and beer Vendor payments
Coordinates item authorization / activation between Stores, Procurement, buyers and pricing departments
Assists in resolving cost, retail, pack, Dex / Nex, invalid UPC, RMS maintenance, plan-o-gram, and Vendor credit invoice questions and problems
Regularly interacts with DSD Accounting to assist Stores with issues regarding inaccurate payment or credits to / from Vendors
Point of Sale (POS) / Bookkeeping
Resolves questions and problems related to cashier operator numbers, proof balances, balancing reports, report discrepancies, operator setup, Service Centers (tickets, utilities, money orders, policies), detail movement, bank cashier settlement issues, Soap COA, promo procedures, gift / phone cards, courtesy card procedures, PLU updates and EBT / EPS downtime procedures (Lone Star and electronic payment system)
Remotely logs off Store operators from POS lanes as needed
Assists Partners with drink machine meter reading adjustments / new drink machines placed in ESF (Soap File)
Performs multiple steps to comply with Corporate requests to modify Peso conversion rates in Stores
Order and Billing
Manages / verifies daily billing process call windows
Submits / closely monitors multiple batch jobs to load Store orders into front end of billing (FEOB) system; reports issues with jobs; monitors through to resolution
Creates / loads proration information into Proration system and FEOB system; monitors Procurement Team-loaded prorations, as well
Creates / manages confirmation billings for Warehouse (Whse) to Whse transfers, Store Hot Shot requests, special orders, and emergency situations (natural and other disasters oroutages)
Works closely with Transportation, Whse, Procurement, CIM, and IS Technical teams as needed
Maintains / updates Store / Whse generic class sourcing table
Provides research assistance to Store / Whse Partners on billing anomalies (shortages, overages, scratches)
Works closely with Store Partners to answer questions about ordering issues; troubleshoots / resolves technical issues on ordering and ordering systems
What is your background?
0 - 1 year of experience
Certification in electronics and / or A certification
Experience in Store Operations, including at least two of the following areas: Shelf Edge, Bookkeeping, Service, Receiving, Department Lead
Do you have what it takes to be a fit as an H-E-B Help Desk Technician?
Strong working knowledge / background in H-E-B systems and equipment (Symbol, POS, bookkeeping equipment, receiving equipment, SRS / OLO, etc.)
Working knowledge of all Store, Warehouse, and Corporate hardware, software and applications
Superior telephone etiquette skills
Strong listening, verbal, and written communication skills
Strong analytical and problem-solving skills
Good time-management and organization skills
Strong PC usage and trouble-shooting skills
Ability to work under pressure
Ability to type 40 wpm
Dedication to client service and sensitivity to client needs
Function in a fast-paced, multi-disciplined office environment
Work as a member of a large and diverse team providing both individual site and Enterprise support
Sit for an extended period of time
Work extended hours and / or rotating schedules
Work weekends and / or holidays as needed
Use arms / hands in repetitive motion during the day, specifically including hand and finger dexterity