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Store Solutions Technical Support Representative I

Additional Job Info:

9:00pm – 7:30am, four days per week on a rotating schedule (subject to change based on staffing needs), including alternating weekend shifts.

Day 1 orientation is held on-site, with the remainder of training completed remotely. Team members are required to attend quarterly on-site department meetings, and optional on-site development classes are also available. Occasional on-site visits may be required if technical issues arise (FortiClient, internet, VPN, etc.).

This position offers a base hourly range of $20.33 - $35.66 per hour, depending on experience and qualifications, plus bonus based on company performance.

One of the MANY work perkz at Sheetz is quarterly employee bonuses based on company performance! And there’s more – A LOT more… like competitive salaries, PTO and parental leave, 401k match and employee stock ownership, limitless professional development and growth opportunities, tuition reimbursement, full medical, vision and dental coverage, and snack discounts!

Overview:

Answer incoming calls from store level to analyze, troubleshoot and resolve technology and equipment issues.

Responsibilities:

Provide first line technical support for technology hardware and software and troubleshoot maintenance equipment issues at store level.
Route store level inquires to specific corporate departments who can take action on issues and/or answer questions appropriately.
Monitor, evaluate and analyze system alarms via Device Monitoring applications. Create calls and dispatch technicians as necessary.
Identify and escalate priority issues.
Review and recommend modifications to procedures and processes to Management team.
Coordinate service with Facility Support Technicians, Field Technicians and Dispatch Specialists to address equipment issues at store level.
Contact outside service providers to handle issues as deemed necessary.
Use reports and technology as a tool to ensure issues are resolved.
Provide on-the-job to new employees.

Qualifications:

(Equivalent combinations of education, licenses, certifications and/or experience may be considered)

Education

High School/GED/Sheetz Training required

Experience

Minimum 2 years’ Call Center or Help Desk Experience preferred

Licenses/Certifications

Tools & Equipment

General Office Equipment

Accommodations:

Sheetz is committed to the full inclusion of all qualified individuals. Sheetz is committed to considering all applicants regardless of disability who can perform all essential job duties with or without accommodations.

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