IT Business Operations Specialist

This position has frequent contact with Coke Consolidated business partners, employees, customers, peers, and all levels of management. Our Service Center Support Technicians joyfully responds to needs with an eagerness to serve. Therefore, the technician WILL provide quality telephone support for IT hardware and software related issues, with a high degree of customer satisfaction and in a timely manner. Perform research, resolve, and respond to highly complex questions in accordance with current standards. In addition, they have advanced computer troubleshooting skills and a deeper understanding of Coke Consolidated's processes, the teams involved in supporting applications, and how to resolve greater issues without sending them on to the next tier of support.

• Responds to Phone calls, emails, voicemails, instant chats and walkup requests for IT and Business Applications support.
• Provides level 2 support for all technology solutions in the assigned application portfolio by performing root cause analysis, collaborating with business partners to resolve the issues and or incidents related to business applications and operations.
• Provides after-hour and weekend support by serving as the go-between our offshore support and local second level support.
• Provides follow-up communication with customers whose issues have bounced around to own and see the issue to completion.
• Builds knowledge-based articles to improve system and application support documentation.
  
  

• The technician is subjected to a wide range of problems and utilizes their knowledge and experience along with a knowledge base repository to resolve issues.
• It takes a high degree of understanding and creative problem solving, to understand the real issue and provide a resolution.
• Must have excellent communication and collaboration skills.
• Positive Attitude - The role requires a positive attitude and a servant's heart while proving Coke Consolidated customers with a single point of contact for all IT Business and Technical issues.
• Eagerness to Learn - Continuous learning is required as Coke Consolidated's systems and processes continue to change. Learning these systems, applications & processes increase the quality of service and allows greater resolution without forwarding it to next level Tier 3 support teams.
• Personal Pride and a Dedication to full Ownership - The role requires a self-drive/intrinsic motivation to serve people to improve their day/lives. This displays itself through high attendance, so teammates aren't carrying the workload by themselves, humbly seeking and apply feedback to improve their service, and a desire for continuous improvement.
• Provide insight and suggestions about ways to improve the Support functions within the business.
• Flexibility - The need to work any shift on the 24/7 Service Center, includes possibly serving on late nights/weekends.

• High school diploma or GED with 3 to 5 years of relevant experience

• N/A

Office environment

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