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Representative I - Technical Support in Mechanicsburg, PA at Rite Aid

Date Posted: 2/17/2019

Job Snapshot

Job Description

Job Description SUMMARY

The primary purpose of this position is to troubleshoot and resolve store hardware and software issues in a manner that minimizes downtime or eliminates customer inconvenience. The incumbent is also required to perform all tasks in observance of Rite Aid’s brand and strategy and adhere to our core values and service attributes. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

The associate is responsible for the functions below, in addition to other duties as assigned:

  •  Perform basic troubleshooting and resolve assigned front-end and pharmacy problems within the specified timeframe. This includes cash registers and all attached devices, workstations and all attached devices, printers, RF guns, passwords, telephone hardware, and the store network
  •  Answer incoming calls and thoroughly detail the issue in the problem-tracking application
  •  Detail all actions taken and maintain progress reports within the current problem-tracking application
  •  Track problem resolution when dispatching a third-party vendor to complete on-site repairs
  •  Escalate problem calls when necessary or request guidance when obstacles prevent timely resolution
  •  Provide updates regarding host issues to technical support representatives, FSS supervisors, and store associates/management
  •  Seek out additional formal and on-the-job training to expand skills required to meet business demands and to prepare for promotion to higher-level support roles
Experience / Requirements
  • One (1) year of experience in a customer service or technical support environment required.

Education
  • H.S. Diploma or General Education Degree (GED)  required
  • Or equivalent combination of education and experience