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SalaryCategory: Information Systems & Technology
EmploymentType: Full-Time
Location: NY-Westbury
LocationType: corporate
JobLocation: Westbury, New York 11590
JobSummary: Barnes & Noble is the world’s largest retail bookseller and the leading retailer of content, digital media and educational products. We operate over 600 Barnes & Noble bookstores in 50 states and one of the web’s premier e-commerce sites, bn.com. Our Nook Digital business offers a lineup of popular NOOK® tablets and eReaders and an expansive collection of digital reading content through the NOOK® store.
We’re proud to be an industry leader, consistently recognized for excellence in quality and customer service in our stores and online at bn.com.
The Support Services team is part of the larger information technology umbrella. This team is a central hub for the stores. They deal with everything and will collaborate with a variety of teams including WAN, Security, Service Center, NT, etc. As you partner cross-functionally with other teams, you will learn how different business units and teams' function. Your role in supporting store functionality is essential to our business, as you will help provide the means for booksellers to get books into the customer’s hands. What you do can impact the organization in a very meaningful way. This team must do the troubleshooting to figure out exactly what the issue is, to either resolve the issue or escalate/route it to the correct department.
Being a part of the support services team, you would be supporting stores, to ensure that their equipment is always 100% functional. If there are issues with any of the equipment, whether it be the server, register, pin pad, POS system, info terminal, manager terminal. You will troubleshoot, efficiently diagnose, and resolve technical issues for the stores. The Support Technician provides first-level support for all calls and tickets coming into the Barnes & Noble Store Systems Help Desk. This position is heavy phone support, you will remote into stores’ equipment and ensure that the issue is resolved in a timely manner.
Learning opportunities within this team are vast. We provide you with the tools and training by grooming you to be well-rounded, creating an opportunity to help kickstart your career with an amazing organization. Joining as a Store Support Tech can be a gateway to future opportunities, which can potentially lead to becoming a senior tech or an analyst and/or provide exposure to move into different areas within the organization.
To be successful in this role, you will be a team player, work hard and show potential. You will possess excellent analytical and problem-solving skills with a strong focus on customer service.
In addition to joining a great company and the Support Services team, you will have access to an excellent benefits package, including immediate access to a generous employee discount.
An employee in this position can expect an hourly rate starting at $25.00.
- Troubleshoot, diagnose, and resolve technical issues from all stores.
- Ensure all activity is clearly documented in the call tracking system.
- Place and expedite service calls with our outside vendors when on-site assistance is required.
- Escalate any store issues as necessary to the proper level of support.
- Provide proper follow up of all unresolved issues regarding not only calls personally received, but any open calls in our system.
- Identify and communicate any patterns or trends of incoming calls to Help Desk Management.
- Provide technical or logistical support to any projects as assigned.
- Associates degree or technical school certificate required along with 1-2 year’s related experience, preferably in a Call Center environment
- Ability to work a flexible schedule based on business needs
- PC hardware and troubleshooting knowledge
- General knowledge of Microsoft Operating systems. (Windows 10 and Windows Server 2012 operating systems)
- Basic WAN/LAN knowledge
- Basic understanding of TCP/IP Network devices and Printers. (General network connectivity issues)
- Knowledge of Dell PowerEdge Server a plus
- Knowledge of Cisco and Meraki Routers and switches a plus
- Knowledge of Meraki Access Points a plus
- Excellent written and verbal communication skills and analytical, problem-solving skills
- Strong focus on customer service and the ability to work and collaborate in a team environment
- Experience with Phone Support for a large Enterprise
- Experience with Remote access tools and utilizing basic Active Directory tools.
- Strong multi-tasking skills and a strong work ethic
- Must be able to work weekends with flexibility for future schedule changes. The training period will be Monday - Friday, 9:00 am - 5:30 pm.
- This role is based on-site in Westbury, NY with an in-office requirement 5 days a week.
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EeoStatement: Barnes & Noble is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, race, color, ancestry, national origin, citizenship status, military or veteran status, religion, creed, disability, sex, sexual orientation, marital status, medical condition as defined by applicable law, genetic information, gender, gender identity, gender expression, hairstyle, pregnancy, childbirth and related medical conditions, reproductive health decisions, or any other characteristic protected by applicable federal, state, or local laws and ordinances.
