Support Services Specialist - White Bear Lake, MN - Full-Time (Hybrid) (Information Technology)
SUPPORT SERVICES SPECIALIST – FULL-TIME - White Bear Lake, MN (Hybrid)
Help Desk/Call Center
$21 - $25 / hour
Hourly rate based on experience
Full-time benefits; and Bonus eligible!
Call Center Hours of Operation: Monday - Friday; 7AM – 5PM
Shift: Variable 8 hour shift within hours of operation
Required on-call rotation; every 4th weekend
BENEFITS
Smarte Carte Inc. offers competitive pay, and outstanding benefits including; Group Health Insurance; Medical & Dental, Company Paid Life Insurance, Company Paid Short-Term Disability, Matching 401k, Paid Time Off, Paid Holidays, Wellness Reimbursement Program and More!
COMPANY BACKGROUND:
Smarte Carte, Inc. is the leading concessionaire of self-serve vended luggage carts, electronic lockers, commercial strollers and massage chairs, as well as other passenger and guest services.
Smarte Carte is headquartered in St. Paul, MN and has operations in the United States, Australia, Canada, Ireland, New Zealand, Norway, Singapore, Sweden, and United Kingdom.
Are you looking for a job with a flexible schedule, great pay, and a fantastic work environment? Are you looking for a place to develop and build your career? Do you like to have your voice heard and be involved in process improvements? Then Smarte Carte is the place for you! A positive attitude and willingness to learn are the top qualities for our ideal candidate. Smarte Carte prides itself on having a diverse and inclusive workforce. All genders, ethnicities, and backgrounds are encouraged to apply. Smarte Carte is focused on being environmentally responsible by owning/operating recyclable equipment and reducing our carbon footprint.
BASIC JOB FUNCTION:
Are you passionate about helping others and solving problems? Our Support Services team is the first line of assistance for employees worldwide, delivering technical and mechanical product support, Level 1 IT troubleshooting, and essential information that keeps our business running smoothly.
This position is not eligible for relocation; must be eligible to work in the United States without visa sponsorship.
As part of this dynamic team, you'll:
- Provide fast, effective solutions through our first-response support call center
- Assist with external customer inquiries and administrative tasks
- Maintain and update ERP system data to ensure accuracy and efficiency
- Share helpful "how-to" guides and resources to empower users
If you're a proactive problem-solver with a customer-first mindset, we'd love to hear from you!
KEY RESPONSIBILITIES:
- Assist our field team with equipment failures by troubleshooting via telephone, email, or Teams.
- Process service and part orders according to established department policies and procedures.
- Assisting with Level 1 IT requests as needed.
- Navigate system portals/databases efficiently to troubleshoot issues.
- Document and maintain equipment history records and serial numbers.
- Document all Product, IT, Customer, and General Inquires via web forms.
- Provide timely feedback to the company regarding service failures or customer concerns.
- Complete recommend training material and programs for enhancing staff product knowledge.
- Continually seeks improvement of processes and procedures that are consistent with SCI's mission statement and communicate to group management.
- Required on-call rotation: every 4th weekend WITH similarly shared rotation of holiday coverage.
- Other duties as assigned
EXPERIENCE:
- Previous experience in a customer service-type role required.
- Troubleshooting and repair experience; general root-cause analysis.
- Being technologically Savvy is a must, with a medium-to-high-level understanding of Microsoft Outlook, Teams, Excel, and Word.
- Bilingual in English/Spanish is a plus.
PERSONAL CHARACTERISTICS:
- Self-Motivated
- Team-oriented
- Thrives in fast-paced settings
- Organized with strong prioritization skills
- Ability to forge solid relationships with external parties; customers, employees, facility management, etc.
- Effectively communicate across a wide range of capabilities and personalities
- Maintain a client/customer focused attitude
- Excellent verbal and written communication skills
PROFESSIONAL CHARACTERISTICS:
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The successful candidate will be high-energy, creative, and resourceful.
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This position requires an intelligent and enthusiastic individual with a commitment to excellence.
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Must possess customer service skills and technical knowledge.
EDUCATION:
- Highschool diploma or equivalent required
- Associates or Technical degree preferred
PHYSICIAL REQUIREMENTS
- Sit for long periods of time
- Keyboard; typing for long periods of time
- View computer screen(s) for long periods of time
- Work under deadlines
Experience
Required- Troubleshooting & repair, general root-cause analysis
- Being technologically Savvy is a must, with a medium-to-high-level understanding of Microsoft Outlook, Teams, Excel, and Word
- Bilingual in English/Spanish is a plus
Education
Required- High School or better
- Technical/other training or better
Skills
Required- Troubleshooting
- Collaboration
- Multitasking
- Customer Service
- Communication
- Attention to detail
- Prioritizing
- Problem Solving
- Flexibility
Behaviors
Required- Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
- Thought Provoking: Capable of making others think deeply on a subject
- Team Player: Works well as a member of a group
- Enthusiastic: Shows intense and eager enjoyment and interest
Motivations
Required- Self-Starter: Inspired to perform without outside help
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Salary Minimum: 25Salary Maximum: 25