IT Retail Store Support Specialist (Remote)
US Foods
Remote in Rosemont, Illinois
Job Description
ARE YOU A CURRENT US FOODS EMPLOYEE? PLEASE APPLY DIRECTLY THROUGH OUR INTERNAL WORKDAY CAREER SITE.
Join Our Community of Food People!
At US Foods®, innovation and technology is our superpower. By expanding our digital ecosystem and leading with a customer-first mindset, we’re delivering technology that empowers our customers and simplifies business. As we transform the digital landscape of the foodservice industry, we’re outpacing our competitors faster than ever before.
We believe diversity is the cornerstone of creativity and innovation—and we foster an open, inclusive, flexible work environment that supports our transformation.
We are seeking a Retail Support Specialist who’s focus will be on all aspects of IT systems support for the ChefStore retail environment. This role will include metrics and reporting on support issues and will coordinate development fixes for problems with the appropriate teams. This role will also work to improve the overall support experience for the ChefStore users to provide top of class support to our retail locations.
Flexible Work Policy: The work for the IT Retail Support Specialist position is completed remotely anywhere in the United States except Hawaii or United States Territories.
RESPONSIBILITIES
SUPERVISION
RELATIONSHIPS
- Deliver framework of team for first-second-third tier technical support to retail store associates and other corporate system end user community
- Establish best practices through the entire technical support process
- Development of problem identification
- Cross pollination with development team for enhancement opportunities to correct support issues
- Implement process improvement cycles to improve support activity and sustainability across the support enterprise for the retail store environment
- Set specific customer service standards and SLAs for internal and external support teams
- Review SLA partner performance metrics to:
- Improve service levels and review current agreements with partner organizations for adjustments to agreements
- Monitors service performance, keeps abreast of developments, and takes corrective/appropriate actions when required
- Compiles information and data from various sources for specific departmental reports, and creates reports, graphs and data comparisons o Posts records and processes departmental documents requiring specific knowledge of functional area
- Identify opportunities for shift left for continuous improvement and first call resolution
- Develop daily, weekly and monthly reports on Help Desk and support team’s productivity, volume, areas of opportunity
- Develop triage and troubleshooting requirements for supported Retail systems
SUPERVISION
- Ensure customer service is timely and accurate on a daily basis
- Utilize reporting to identify process improvements to improve customer experience
- Monitors key technology strategies and offerings for changes to solution stack and technology environment
- Maintenance and ownership of Support Matrix and Service Delivery Guides that details support categories and service delivery scope – ownership to update all support documentation for retail support environment
- Manage and expand and improve knowledge base
- Oversee opportunities to “in-house” support capabilities to balance internal/external teams
- Manage and facilitate escalation events for Retail support enterprise support events
- Execute a voice-of-the-customer focused panel to engage business partners in support framework and overall engagement
- Primary POC for support related questions and issues for Retail support environment
RELATIONSHIPS
- Internal: This role interacts with frontline store leaders and managers, IT and Support Center
- External: Manage relationship with external vendors integral to new store support
WORK ENVIRONMENT
- Requires frequent store visits to ChefStore locations
- This position can be in office or remote. If remote, candidate must have a work area that is conducive to collaboration with their colleagues free of distraction and noise if remote.
MINIMUM QUALIFICATIONS
- 3 years proven ability to develop and implement processes that deliver exceptional customer support experiences in an information technology retail focused end-user support operation
- 3 years proven ability to lead end-user technical support teams to develop & practice processes that ensure service excellence in delivering hardware/software support
- 3 years proficient developing and documenting standard operating procedures for internal technical support teams
- Requires 30-40% of travel
Education
- Bachelor's degree in computer science, business administration, information systems or related, or equivalent work or internship experience
Licenses
Valid driver’s license required
PREFERRED QUALIFICATIONS
- Experience with IT systems support in a retail environment
- Experience in help desk operations and issue triage and resolution
- Experience implementing and working within ITIL standards in an Information Technology Services environment is a plus
- Experience with computer/device asset tracking and maintaining proper audit logs/documentation of support activities for compliance purposes (e.g. PCI compliance / POI)
The following information is provided in accordance with certain state and local laws. Compensation depends on experience, geographic locations, and other factors permitted by law. In Colorado, the expected compensation for this role is between $61,100 and $81,500. In New York City, the expected compensation for this role is between $72,100 and $96,000. In California, the expected compensation for this role is between $68,500 and $91,300. In Washington, the expected compensation for this role is between $68,500 and $91,300. This role is also eligible for annual incentive plan bonus. Benefits for this role include health insurance, pre-tax spending accounts, retirement benefits, paid time off, short-term and long-term disability, employee stock purchase plan, and life insurance. To review available benefits, please click here:
https://www.usfoods.com/careers/benefits.html
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***EOE Race/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Protected Veteran/Disability Status***
