Retail Help Desk Agent

Want to help build the coolest convenience experience on the planet?

As the Helpdesk Agent, you are responsible for answering inquiries via email/phone and providing technical systems support to various system users. Other responsibilities include fulfilling requests, logging and tracking tickets, forward requests, and dispatch vendors/maintenance techs to resolve issues. Follow established operating procedures and report malfunctions and enhance organizational value by taking on new challenges.

You bring your skills, talents and drive and we'll give you a great place to work and a rewarding career.

Essential Duties and Responsibilities:

• Answer inquiries via email and phone clarifying, researching, locating, and providing information

• Resolve problems by clarifying issues, researching and exploring answers and alternative solutions, implementing solutions and escalating unresolved problems

• Fulfill requests by clarifying information, completing call tickets, forwarding requests and dispatching vendors/maintenance techs

• Maintain ticketing system by entering accurate and complete information, including logging and tracking all customer requests

• Provide technical systems support to various system users

• Aid in the troubleshooting, maintenance, reliability, and continuous operations of POS systems, scanners, printers etc.

• Support the priority 3 level tickets through Maverik's ticketing system

• Use data to identify stores with slow-flow fuel, pumps, and equipment issues

• Flexible schedule, with the ability to be scheduled for any shift in a 24 hour period any day of the week

Qualifications: Education

• Associate Degree or equivalent from two-year College or technical school in Information Technology, Computer Science or related field, preferred.

Qualifications: Experience

• 2+ yrs. experience in a helpdesk delivery or customer service role

• Experience using productivity software (MS Office, Jira, Confluence, and Remote Support Tools), preferred

• Experience with Windows systems, such as Windows CE/Mobile, 7, 8, embedded, preferred

• Experience in retail or a C-store environment, preferred

Qualifications: Team Member Competencies

• Excellent interpersonal, verbal, and written communication skills, including strong listening skills

• Practice operating independently without the need for continuous oversight or direction

• Proven ability to effectively prioritize and balance competing needs

• A history of taking the initiative to identify and solve work-related problems

• Experience in exercising initiative and sound judgment in decision-making

Duties and responsibilities, as required by business necessity may be added, deleted, or changed at any time at the discretion of management, formally or informally, either verbally or in writing. Scheduling and shift assignments and work location may be changed at any time, as required by business necessity.