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Technical Specialist

| Chicago

Purpose of Position: The chief responsibility for the position of Technical Specialist will be to provide our Members with phone support on the product they have purchased and provide a resource for our sales team to complete New Mercury installations as they are sold.
Essential Duties and Responsibilities:
 Provides technical troubleshooting of a particular issue in order to resolve
 Accurately record and document all actions taken when working within a customer account.
 Monitor rejected online orders using the internal computer applications.
 Monitor incoming emails and other order related messages using the internal email and computer applications
 Professionally respond to incoming messages and emails from florists and internal customers alike.
 Consistently achieve performance goals as defined by management. Each rep should review their own statistics on a daily basis in order to monitor their progress towards continual improvement.
 Provide our members and customers with quality service. This information is documented during the quality monitoring sessions.
 Reads and retains information from memorandums, newsletters and training materials to effectively service customers.
 Participates in ongoing on-the-job training. This may include attending team meetings, huddles, one-on-one sessions with members of management, peer coaching, refresher training, as well as structured classroom training.
 Perform other duties as assigned.
Knowledge, Skills and Abilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. If a reasonable accommodation is necessary, the employee must make the request and may be required to provide medical documentation. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 High school diploma required; 2 Year college degree preferred / or 3 years equivalent experience
 Minimum 2 years' experience in a position with a high level of customer interaction

Excellent problem solving skills
 Working knowledge of Windows Server 2003, Server 2008, XP, Windows 7, and Windows 8
 Hardware troubleshooting skills to include computers, network printers, routers, switches, and POS equipment
 Understanding of basic networking skills
 Strong communications skills appropriate for B to B client support both in the written and verbal formats
 Outstanding time management skills
 Strong documentation skills, previous call logging experience preferred
 Team oriented, with the strong desire and ability to mentor, coach and motivate peers
 Flexible to work a standard shift within support center's published hours
(Mon-Fri: 7am to 8pm, Saturday: 7:30am to 6pm, Sunday 10am to 4pm) subject to change
 Working understanding of the basics of Accounting, preferred
 Previous experience within a phone support environment
 VPN and VMware experience, preferred
 Ability to multitask, manage conflict and flexibility are essential for this position
 May be required to travel occasionally

Read Full Job Description

Technology we use

  • Engineering
    • .NETLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • SpringFrameworks
    • CassandraDatabases
    • MemcachedDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • RedisDatabases

Location

We also have an office in the heart of Downtown Chicago at 200 N LaSalle

An Insider's view of FTD

What does your typical day look like?

As Brand Manager, I am constantly working to ensure we are engaging with our consumers and living out our brand vision via all channels. My day is 100% collaborative, between meeting with channels managers, reviewing new campaign launches - building a brand takes teamwork. When you have an online business, your consumers are shopping with you 24/7,

Kristin Byrne

Brand Marketing Manager

What unique initiatives do you have that encourage innovation?

I have had the opportunity to build a platform from the ground up. Opportunities like these are few and far between in this day and age. FTD has been like a master class in leadership for me, and it has produced a fundamental mind shift for me on what leadership means.

Dimple Rao

VP of Product Management and UX Design

What's the biggest problem your team is solving?

On our FOL team, we are creating a feature complete platform migration for all of our florist sites. This is a rather large task in that most of our florist sites look like they were created in the .COM era of the internet. Our new platform will provide huge UX boons. In addition to self-improvement, it may also attract new florist partners

Michael Walsh

Software Engineer

What are FTD Perks + Benefits

FTD Benefits Overview

FTD is dedicated to you and your family. We work hard to provide a wide range of competitive and affordable health care benefits that reflect your changing needs. Our goal is to empower you with the resources and flexibility you need to live well, be well. The benefits you elect will start the first day of the month following the date of hire.
Our benefits offerings include medical, prescription, dental and vision coverage, a company contribution to a Health Savings Account (HSA), life, accident, and disability insurance, paid time off, and tuition reimbursement. We are committed to providing fair compensation to all of our employees, including performance-based compensation incentives for many of our positions. FTD, Inc. is a premier floral and gifting company. We offer very generous employee discounts on our FTD.com and Proflowers brands.

Culture
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
If you are eligible for benefits, you can enroll in an FSA regardless of whether or not you are enrolled in FTD’s medical plan.
Disability Insurance
FTD offers short and long term disability at no cost to you. The disability benefits will replace up to 67% of your weekly base income up to $2,500/week for STD and up to $10,000/month for LTD.
Dental Benefits
FTD offers two great dental plans through Aetna. A Dental HMO with co-pays where you choose your Primary Care Dentist and a Dental PPO which has benefits in and out of network.
Vision Benefits
FTD offers vision coverage through Eye Med which offers a broad network of nationwide providers to choose from to meet your vision needs. Retailers such as LensCrafters, Pearle Vision, , and JCP
Health Insurance Benefits
FTD offers three medical plans through Aetna to choose from including one EPO where you choose a Primary Care Physician and two PPO High Deductible Health Plans (HDHP)
Life Insurance
For employee coverage of 2x base salary up to $600,000. *Per IRS regulations, the cost FTD pays for coverage above a certain level is considered “imputed income,” and is included on your W-2.
Wellness Programs
We know how important wellness is to your overall success. The FTD Wellness program is here to help you identify and achieve your health and wellness goals.
Onsite Gym
Our One North Dearborn location offers an onsite state-of-the-art fitness center, cycle center and bike room.
Retirement & Stock Options Benefits
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Depending on the department and role, FTD offers some scheduling flexibility. We also offer summer hours so that our team members can enjoy extended weekends and fun in the sun with family and friends
Remote Work Program
Family Medical Leave
Care for yourself or a family member who is seriously ill, to care for a newborn or newly adopted child, or to attend to the affairs of a family member who is called to active duty in the military.
Vacation & Time Off Benefits
Generous PTO
FTD recognizes 9 paid holidays each calendar year and allows employees to take time off for vacation, personal responsibilities and sick time.
Paid Holidays
FTD recognizes 9 paid holidays each calendar year.
Paid Sick Days
Perks & Discounts
Casual Dress
FTD allows employees to wear casual workplace attire every day, not just Fridays!
Commuter Benefits
Take advantage of the pre-tax benefit, you may elect up to the IRS limit of $260/month for transit and $260/month for parking.
Free Daily Meals
During FTD’s peak season such as Valentine’s Day, Mother’s Day, and Christmas FTD often provides lunch to thank employees for their hard work (along with the occasional just because lunch).
Game Room
Our game room includes Ping Pong.
Some Meals Provided
We provide food during Peak Season.
Fitness Subsidies
Professional Development Benefits
Tuition Reimbursement
Up to $2,500 after one year of employment
Promote from within
Online course subscriptions available
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