Technical Specialist at FTD

| Chicago
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Divisional Responsibilities: Mercury Technology is responsible for the installation and support of all Mercury Technology Endpoints. An endpoint is a piece of technology our member florists use to access the Mercury network where they can send and receive orders and messages. These technology endpoints in most cases also provide accounting functionality, which further assists the member in running their business.


Individual Responsibilities: The chief responsibility for the position of Support Specialist II will be to provide our members with phone support on the products, which will include hardware, software, and peripherals that they have purchased and provide a resource for our sales team to complete new Mercury installations as they are sold.


Knowledge and/or skills:

  • At least a 2-year college degree preferred and/or 3 years' equivalent experience in a call center environment with a high level of customer service interaction
  • Excellent problem-solving skills
  • Strong communication skills both in written and verbal formats
  • Outstanding time management skills
  • Strong listening skills and the ability to control the call
  • Strong documentation skills and previous call logging software experience preferred
  • Team oriented, with a strong desire to mentor, coach, and motivate peers
  • Flexible to work a standard shift within support center's published hours (Mon-Fri: 7 am -- 8 pm, Saturday 7:30 am -- 6 pm)
  • Ability to work company mandated holidays, which include but are not limited to Valentine's Day, Mother's Day, and Christmas
  • Must be able to multi-task, manage conflict professionally, provide empathy, be receptive to change, and have the ability to adapt quickly to changing business requirements
  • Must have the ability to travel when needed to assist florist members and/or install new hardware/software onsite
  • Accurately record and document all communications with our member florists
  • Reads and retains information from department and company materials to effectively service our member florists
  • Maintain all department and company mandated security policies
  • Consistently achieve key indicators and performance standards as defined by management and monitor their progress towards continual improvement
  • Respond to member florist's emails and live chat sessions in addition to providing inbound and outbound phone support
  • Completes all required training, which may include meetings, huddles, classroom training, online training, or one on one sessions with the training team, members of management, or peers
  • Understanding of general retail business operations


Required Hardware/Software Skills (including but not limited to):

  • Working knowledge of all current Windows operating systems
  • Intermediate to advanced hardware troubleshooting skills, including PCs, monitors, printers, routers, switches, and POS equipment
  • Intermediate to advanced networking troubleshooting experience required
  • Intermediate to advanced VMWare and VPN knowledge required

Basic knowledge of accounting and Quickbooks preferred

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