Sr. Support Center Analyst

Meijer
parental leave
United States, Michigan, Grand Rapids
Apr 11, 2025
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 Team member discount Development programs for advancement and career growth Please review the job profile below and apply today! Provides leadership and accountability for Support Services in the absence of Management. Provides quality support to Support Services team members and Support customers, employing a high degree of customer service, technical expertise, and timeliness. Interacts frequently with Senior leadership and Supports customers and is effective in interpersonal communication and problem solving. Uses a high degree of patience and problem management techniques. Adheres to established standards in resolving problems while following through on resolution with users. Assists with managing and escalating incidents, as needed including High/Critical issues with timely communication according to procedures. 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. Availability to work every other weekend and some holidays.