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Service Delivery Coordinator (PTAC)

| Chicago

We aren’t just delivering groceries, we are delivering results…and people are noticing!  PEAPOD, the interactive, online grocery shopping and delivery service is becoming more and more popular and we are adapting and adding positions to help us handle the growth!  We are seeking top notch, high energy and positive candidates to help us meet the increasing demand.

The Service Delivery Coordinator is responsible for providing direct support and technical expertise to operations and business users ensuring proper escalated service levels are provided to all users.  This role will be responsible for providing technical and troubleshooting assistance related to hardware, software, mobile devices, and other technical platforms.  This position has responsibility across the domain and requires a strong knowledge in Infrastructure, Operations and distributed computing/applications as well as it will assist in the business continuity, disaster recovery and IT compliance objectives set forth by the management team.  Positions will be responsible for managing, directing and executing all support and technical actions to ensure they meet business needs and IT requirements.  

Key Responsibilities (include but not limited to):

  • Responsible for resolution of technical issues involving production applications (e.g. network outages, failed applications, hardware failures)
  • Support tools/applications to ensure all steps for error recovery have been performed in an effort to resolve reported problems prior to escalating to second level support groups
  • Gather detailed information during triage and utilize logical problem solving skills and techniques to troubleshoot and resolve complex issues
  • Produce and maintain high-quality documentation that meets applicable standards and is appropriate for its intended audience
  • Ensure proper notification and escalation procedures are followed to update technical teams and business users
  • Work with service providers to prioritize and report root cause analysis and the implementation of corrective and preventive measures
  • Write technical documentation for all new systems and processes that affect Infrastructure Environments, as well as train other team members and end users

Required Qualifications:

  • Bachelor’s Degree or equivalent experience
  • 2-4 years Customer Service experience
  • 3-5 years Technical Experience
  • Strong Communication Skills (In Person/Remote)
  • Ability to work with non-technical customers and ensure a timely, thorough solution to their issues
  • Strong problem solving skills 
  • Willingness to work off-hours (support is 24/7), in a scheduled shift 

Desired Qualifications:

  • Knowledge/Experience with Ticket Tracking Systems
  • Documentation/Technical Writing Skills
  • Ability to work independently
  • Ability to prioritize tasks given
  • Keen attention to detail
  • Strong Audio/Video skills
  • Imaging Software for MacOS & Windows
  • Ability to multitask and handle a variety of tasks assigned
  • Works well within a team environment
  • Intermediate knowledge of various computer systems and environments; a willingness to learn and research new technologies in formal and self-guided studies
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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • ScalaLanguages
    • AzureLanguages
    • jQueryLibraries
    • AngularJSFrameworks
    • SpringFrameworks
    • Vue.JSFrameworks
    • Microsoft SQL ServerDatabases
    • OracleDatabases

Location

Right next to Union Station, we are easy to get too and surrounded by food in Downtown and the West Loop.
300 S. Riverside Plaza, Chicago, IL 60606

What are Peapod Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement

Additional Perks + Benefits

Just as our employees amaze and delight all of our customers, we work to take care of our own through a comprehensive benefits package, competitive salaries and the opportunity to grow within our company.

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