Advantage Sales & Marketing LLC dba Advantage Solutions

  • Mobile Support Tier 2 Tech

    Job Locations US-CA-Anaheim
    Primary Posting Location : Address
    1400 S Douglass Suite 200
    Primary Posting Location : City
    Anaheim
    Primary Posting Location : State/Province
    CA
    Primary Posting Location : Country
    US
    Requisition ID
    2018-162115
    Position Type
    Full Time
    Category
    Professional: (IT, Finance, Legal, HR, Talent Acquisition, Administrative, Customer Service)
  • Summary

    Mobile Support Tier 2 Tech

     

    Candidate provides expert technical knowledge and leadership to the Support Center T1 Agents and our customers. Tier 2 Techs will have responsibility for following up and prioritizing escalated calls received by our T1 Agents and provides a high level of customer service and support. T2 Tech will help coordinate Mobile Operations projects assigned by their supervisor. This person must demonstrate efficient time management by taking initiative to start & complete projects assigned by management. Excellent written and verbal communication skills, be self-motivated, and have a very positive attitude with attention to detail. Tier 2 Tech will assist with maintaining Mobile tracking, Tech & Web Support Sites and materials. They will provide requested support to develop and train new agents. T2 Tech will be responsible for checking and follow up on daily VM and E-mail support request assigned by the MSC Supervisor. Will provide requested system analyst support for regular monitoring or requested maintenance. This position requires a high-level knowledge of all currently supported hardware, OS’s and applications which includes Quality Control, Testing, and Troubleshooting all while following Proper Policy and procedures.

     

    Advantage Sales & Marketing, LLC is proud to be an Equal Opportunity Employer

    Responsibilities

    Advantage Sales and Marketing, LLC (ASM) is one of North America’s leading sales and marketing agencies specializing in outsourced sales, merchandising, category management and marketing services to manufacturers, suppliers and producers of food products and consumer packaged goods. ASM services a variety of trade channels including grocery, mass merchandise, specialty, convenience, drug, dollar, club, hardware, consumer electronics and home centers. We bridge the gap between manufacturers and retailers, providing consumers access to the best products available in the marketplace today.

     

    Position Summary

     

    Candidate provides expert technical knowledge and leadership to the Support Center T1 Agents and our customers. Tier 2 Techs will have responsibility for following up and prioritizing escalated calls received by our T1 Agents and provides a high level of customer service and support. T2 Tech will help coordinate Mobile Operations projects assigned by their supervisor. This person must demonstrate efficient time management by taking initiative to start & complete projects assigned by management. Excellent written and verbal communication skills, be self-motivated, and have a very positive attitude with attention to detail. Tier 2 Tech will assist with maintaining Mobile tracking, Tech & Web Support Sites and materials. They will provide requested support to develop and train new agents. T2 Tech will be responsible for checking and follow up on daily VM and E-mail support request assigned by the MSC Supervisor. Will provide requested system analyst support for regular monitoring or requested maintenance. This position requires a high-level knowledge of all currently supported hardware, OS’s and applications which includes Quality Control, Testing, and Troubleshooting all while following Proper Policy and procedures.

     

    Essential Job Duties and Responsibilities

    • Provide high level of technical support to T1 Agents, associates & clients

    • Insure proper ticket logging & efficient quality phone support in the MSC

    • Assist with maintaining Tracking, Tech Support, & Dept. University Sites

    • Assist with Quality Control testing for all supported hardware & apps

    • Manage daily E-mails & assigned projects on-time & accurate

    • Assist with on-going development of procedures & training for MSC

    Supervisory Responsibilities:

     

    Direct Reports

    This position does not have supervisory responsibilities for direct reports

     

    Indirect Reports

    This position does not have guidance or mentoring responsibilities for indirect reports

     

    Travel and/or Driving Requirements:

    • Travel and Driving are not essential duties or functions of this job  

    Minimum Qualifications

    Education Level: (Required): Associate's Degree or equivalent experience

    • 1-3 years of experience on a Help Desk or in an IT support position
    • Intermediate knowledge of multiple hardware platforms (CE, PC, Tablet, Slate)
    • Intermediate knowledge of multiple software platforms (Windows, Apple iOS, Android)
    • Intermediate knowledge of Windows Server
    • Intermediate knowledge of Database structure and query structure

    Skills, Knowledge and Abilities

    • Excellent troubleshooting and analysis skills
    • Analytical skills to help staff through complex troubleshooting situations
    • Intermediate knowledge of MS Office applications (Excel, Word, PowerPoint, Access)
    • Ability to multitask, balance multiple priorities with good time management skills
    • Able to monitor and restart system services as needed
    • Excellent verbal and written communication skills
    • Highly analytical with strong attention to detail
    • Great attitude and customer service approach.
    • HTML & Database knowledge is a plus
    • Ability to adjust on the fly to various challenges. Be a team player willing to do what it takes to provide first class assistance to our teams and clients.

    Environmental & Physical Requirements

     

    Office / Non-Sedentary Requirements

    Incumbent must be able to perform the essential functions of the job. Work may be performed in an office or warehouse environment. Typically requires the ability to spend 66%+ hours each work day doing the following activities: stand for extended periods of time, walk, bend, stoop, or climb.  May have possible exposure to dust, and may require the ability to lift and/or push up to 50 pounds 33% - 66% of the time. 

     

    Additional Information Regarding ASM Job Duties and Job Descriptions:

     

    Job duties include additional responsibilities as assigned by one’s supervisor or other manager related to the position/department. This job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. ASM reserves the right at any time with or without notice to alter or change job responsibilities, reassign or transfer job position or assign additional job responsibilities, subject to applicable law.  ASM shall provide reasonable accommodations of known disabilities to enable a qualified applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.

     

    Any estimate, schedule, or guideline provided to associates in this job description or elsewhere in connection with their jobs is only intended to help describe job duties and for planning purposes.  Regardless of any such estimate, schedule, or guideline, associates must always record all time worked for our company (which includes but is not limited to on-site work time in an assigned store, office, or other work location; required waiting time; administrative time; and work-related travel time).

    Important Information

    The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of associates so classified.

     

    Are you passionate about Service Excellence, Results, Integrity, Entrepreneurial Focus and Leadership: These are our values at Advantage Sales & Marketing LLC. Come learn why “Winning Together” is more than just words on a piece of paper. It is the vision by which we live our mission as an organization: "To create outstanding value for clients and customers through superior sales execution, operational excellence and innovative marketing services."

     

    Advantage Sales & Marketing LLC is committed to providing equal opportunity in all employment practices without regard to age, race, color, national origin, sex, sexual orientation, religion, physical or mental disability, or any other category protected by law. As part of this commitment, ASM shall provide reasonable accommodations of known disabilities to enable an applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.

     

    Advantage Solutions will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring (Ban the Box) Ordinance.  All of our positions require the satisfactory completion of a background check. Please be aware that acknowledging or having criminal convictions does not constitute an automatic bar to employment.  Factors including, but not limited to age and time of the offense, seriousness and nature of the violation, and rehabilitation will be taken into account.

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