Requisition ID: 202932

Posting Locations: Charlotte

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Our Secret Ingredient is our Teammates.

We offer great rewards, competitive pay, career advancement and growth opportunities.

Full Time Teammates are also eligible for:

Paid Training
Paid Time Off plus paid holidays
401(k) with Company matching on a dollar-for-dollar basis
Employee Stock Purchase Plan (ESPP)
Group Health Insurance – Medical, Dental, Vision & Disability
Basic and Supplemental Life Insurance

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Job Overview

The IT Service Center Support has frequent contact with Coke Consolidated business partners, employees, customers, peers, and all levels of management. Our Service Center Support Technicians joyfully respond to needs with an eagerness to serve. Therefore, the technician will provide quality telephone support for IT hardware and software-related issues, with a high degree of customer satisfaction and promptly. Responsible for researching, resolving, and responding to complex questions following current high standards. The IT Service Center Support should have advanced computer troubleshooting skills and have a deeper understanding of Coke Consolidated’s processes.

Duties & Responsibilities

Assists teammates telephonically, electronically, and in-person on a wide array of support requests, including diagnostic support relating to functionality of software, troubleshooting, daily network operations, etc., while demonstrating a high level of customer service
Observes problem trends in order to report on frequent issues and documents learnings and solutions in order to assist teammates with timely and consistent resolutions to frequently asked questions, including things like account lockouts, intermittent system issues, etc. in order to improve the team’s ability to respond quickly to needs
Initiates and, or follows up with ServiceNow tickets for teammate issues and concerns
Escalates complex problems or issues to the next tier of support or the appropriate Center of Excellence for timely resolution
Assists teammates across the organization with the use of our self-service portal and knowledge base to fulfill future needs independently when practical to do so
May perform other duties as assigned

Knowledge, Skills, & Abilities

Positive Attitude - The role requires a positive attitude and a servant’s heart while proving Coke Consolidated customers with a single point of contact for all IT Business and Technical issues
Eagerness to Learn - Continuous learning is required as Coke Consolidated’s systems and processes continue to change. Learning these systems and processes increases the quality of service and allows greater resolution without forwarding it to Tier 2 support teams
Personal Pride and a Dedication to full Ownership - The role requires a self-drive, intrinsic motivation to serve people to improve their day, lives. This displays itself through high attendance, so teammates aren’t carrying the workload by themselves, humbly seeking and applying feedback to improve their service and a desire for continuous improvement
Provide insight and suggestions about ways to improve the Helpdesk and Support functions within IT
Flexibility - The need to work any shift on the 24,7 Service Center, includes possibly serving on nights, and weekends
Be available to provide additional coverage when Coca-Cola Consolidated has major system implementations
More advanced technical knowledge, experience, and understanding of computers, networks, and applications to be able to troubleshoot issues
A Service Center Support is required to know enough about all our systems and processes to gather data, troubleshoot possible solutions, and if unable to resolve, document enough of the troubleshooting steps to pass along to the next tier for resolution
They are also relied upon to help the Support Technician 1 employees in answering questions, to improve their knowledge and understanding

Minimum Qualifications

High school diploma or GED
Knowledge acquired through 5 to up to 7 years of work experience

Work Environment

Office Environment

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As an EEO/Affirmative Action Employer all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status..