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Global Help Desk Support Tech (tier 1)

COMPANY OVERVIEW

For over 20 years, the people of Kalibrate have been staying ahead of the curve in the fast-moving world of fuel and convenience retail. We were the first to use the power of data for better decisions. Then, as today, our proprietary analytics made data a smart, actionable tool. In an era when others focused on cutting costs, we changed the paradigm to building revenue, market share and profits.

Our client strategy and technology solutions empower fuel and convenience retailers around the globe to achieve greater VOI and success on their own terms.  Clients gain fuller visibility, truer insight and more effective control over what matters most. Beyond data, our technology delivers actionable intelligence. Beyond expertise, Kalibrate delivers sound judgment.

Fuel and convenience retailing is more complex than ever. To simplify the path to success, Kalibrate advises focus on seven elements critical to superior fuel and convenience retail performance. The elements are location, facility, merchandising, price, operations, brand and market. Strategized and optimized, they drive greater value on investment, enabling strategic focus and tactical control. Best-of-practice fuel and convenience retailers know this. Our technology helps fuel and convenience retailers stay ahead by staying in touch with emerging value opportunities. Our years of domain expertise tell them where to look, and their leadership in data analysis and software solutions help them to put potential profit into practice.

Over 300 clients, in 68 countries on six continents, in mature and emerging markets, for clients large and small, Kalibrate is there with flexible, dynamic solutions that fit.

POSITION SUMMARY:

As part of the global support team, Global Help Desk Support Techs provide technical support to our domestic and international based clients and to our internal client services departments as they install and upgrade our proprietary technology solutions. By minimize software downtime and quickly resolving end user issues, Global Help Desk Support Techs fulfill a vital role in maintaining and increasing customer satisfaction and retention rates.

At Kalibrate, we rely on our support team members to deliver proven, efficient inquiry resolution and empower them to develop innovative solutions when needed. Beyond great technical aptitude and knowledge necessary to resolve technical challenges, Global Help Desk Support Techs must possess excellent both verbal and written communication skills to help forge positive internal and external customer relations. Also, Global Help Desk Support Techs must be comfortable working as part of a team and independently while managing, documenting, and overcoming varied and dynamic technical problems.

This position reports to the Global Support Manager.

POSITION RESPONSIBILITIES:

  • Provide primary/initial application support for all Kalibrate B2B solutions.
  • Monitor internal ticket system for new incidents and service requests.
  • Resolve current incidents in alignment with SLA’s and competing priorities.
  • Able to independently investigate and understand technical issues and to assist others in determining the causes of system issues prior to escalation.
  • Escalate unresolved issues to 2nd line support team members in accordance with SLAs.
  • Complete internal and external work requests. Writes and executes queries within a SQL DBA to investigate and troubleshoot issues as needed.
  • Ensure all incidents and requests are updated promptly and accurately.
  • Update the knowledge base with known issues or workarounds.
  • Monitor 3rd party alerting tool for any system related incident for our hosted platform.
  • Identify enhancements to processes for continued service improvement.
  • Develop a solid understanding and working knowledge of the ITIL framework adopted by Kalibrate and to ensure all communication clients adhere to this framework.

POSITION REQUIREMENTS:

  • 0-2 years of professional experience in a customer facing role.
  • Ability to work a flexible schedule, including varied daytime shifts patterns and after-hours/weekends on-call as required.
  • Demonstrated problem solving and analytical skills, including the ability to determine the correct escalation points for issues, and a willingness to incorporate feedback and newly learned information from these escalated service issue resolutions.
  • Ability to relay troubleshooting directions in technical and non-technical terms (as appropriate to each specific audience).
  • A strong desire to share knowledge between peers.
  • A high orientation to customer service while abiding by all service management principles.
  • Strong knowledge of Microsoft server, SQL, and desktop technology.
  • Thorough knowledge of the Microsoft Office applications.
  • A degree in Computer Science, Information Technology, or a related engineering/science degree is preferred, but not required.
  • Bilingual or multilingual communication skills are a plus.

 

Kalibrate offers an excellent employment package including: Medical, Dental, Prescription benefits; 401K with a generous match; and more.​

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