As a family company, we serve people and communities. When you work at Meijer, you're provided with career and community opportunities centered around leadership, personal growth and development. Consider joining our family - take care of your career and your community!

Meijer Rewards

• Weekly pay

• Scheduling flexibility

• Paid parental leave

• Paid education assistance

• Care.com/back-up care assistance

• Team member discount

• Development programs for advancement and career growth

Please review the job profile below and apply today!

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What You'll Be Doing:

• Performing leadership responsibilities and accountability in the absence of the Management team, as well as during specific needed time frames.
• Be accountable for/lead the process of all Critical issues.
• Be accountable for/engage Incident Management and Senior Management as needed.
• Review all Critical Notification pages before they are sent, including all communication being posted or sent out from 1st Level Support.
• Determine incident criticality as needed.
• Take over issues as needed to insure timely movement on them.
• Provide accurate and creative solutions to user problems of moderate nature to ensure user productivity.
• Enhance and develop quality support methods and communication skills through coaching feedback and other developmental approaches.
• Assist in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction.
• Research, resolve, and respond to questions received via telephone calls, emails and chat in a timely manner, in accordance with standards.
• Escalate incidents to appropriate individuals based upon established guidelines and procedures.
• Assist Help Desk team members in the handling of issues accurately with dignity and respect for all involved according to all policies and procedures.
• Monitor all active incidents to ensure proper and timely handling, communication, and resolution.
• Monitor and react to call volumes based upon forecasted staffing needs, skills, and daily attrition.
• Assist with team projects and reporting that enhance the quality or efficiency of Helpdesk service.
• Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers.

What You'll Bring With You (Qualifications):

• Bachelor's or equivalent.
• Prefer experience in computer systems or IT support.
• Understanding of multi-platform environments.
• Excellent customer service and interpersonal skills and telephone etiquette.
• Ability to use customer service standards and follow guidelines, as well as to help others interpret policy.
• Thorough understanding of trouble ticket process.
• Excellent organizational skills.
• Strong oral and written communication skills (technical and non-technical).
• Demonstrated problem-solving skills.
• Ability to maintain a high level of client trust and confidence in the group's knowledge of and concern for clients' needs.
• Capable of involvement in multiple projects through all life-cycle phases, ensuring they are in accordance with established directions and standards.
• Broad range of application, network, and desktop knowledge.