Command Center Agent (JM-US)

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