Command Center Agent (JM-CAN)

Job Description

Command Center Agent

PURPOSE To facilitate, support and track required installation of new technology,

services, and upgrades to existing technology and services and/or ongoing

maintenance in a retail/storefront environment.

EDUCATION & EXPERIENCE

• High School Diploma or equivalent

• Previous experience in a Retail focused Service Desk or Customer Service

Center preferred but not required

• Experience or knowledge of basic networking (Switches, Firewall, IP

Address, Pinging)

• Experience using IT Service Management tools a plus

• Experience basic IT and retail hardware troubleshooting.

DESIRED CORE SKILLS

• Basic technical knowledge of Windows based computers, networking, and

retail hardware/devices (registers, pin pads, phones, printers, etc...)

• Proficient in Microsoft Excel a plus

• Customer Service – able to establish and build report, active listening, and

empathy with customers.

• Communication – ability to communicate clearly with customers,

colleagues, and managers.

• Problem Solving – understands and resolves basic problems.

• Time Management – ability to prioritize and complete assigned tasks daily

• Team Working – supports and collaborates with colleagues to ensure

successful project completion.

• Ability to work well under pressure and willingness to go the extra mile for project or team success.

KEY ACCOUNTABILITIES

• Is familiar with the key components of the service(s) being supported.

• Handles inbound/outbound calls at the Command Center and undertakes

dialogue with the user (as necessary), ensuring standard Command Center

guidelines are followed.

• Follows all Command Center project requirements and processes to

correctly prioritize and action assigned tasks.

• Updates and provides status reports on assigned tasks or project

activities.

• Escalates issue appropriately and in a timely manner.

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Job Description – Command Center Agent – April 2023

• Ensures contingency plans are understood and followed if the Command

Center tool is unavailable.

KEY PERFORMANCE INDICATORS

• Handle phone calls, emails, MS Team chat, and interaction with agreed

timelines

• Perform all duties in accordance to required quality

• Participate in knowledge capture processes

• Correct use of escalation to Team Lead per project requirements or

processes.

This job description is intended to describe the general responsibilities and

type of work being performed by people assigned to this position. The

major job functions/components above are the typical functions of the job

and are not an exhaustive or comprehensive list of all possible job

responsibilities, tasks, and duties. Personnel, vendors assigned in this

position should be aware that the responsibilities, tasks, and duties of the

jobholder may differ from those outlined in this job description and various

other duties may be assigned as needed