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Walmart
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Job Location: BENTONVILLE, AR
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Job Title Technician II-ISD
Company Summary Wal-Mart Stores, Inc. (NYSE: WMT) serves customers and members more than 208 million times per week at more than 8,600 retail units under 59 different banners in 15 countries. With fiscal year 2010 sales of $405 billion, Wal-Mart employs more than 2 million associates worldwide.
City BENTONVILLE
State AR
Employment Type Full Time
Hourly/Salary HOURLY
Shift 0
Position Description Completes work assignments and priorities in Information Systems Division (ISD) by using policies, data, and resources; collaborating with managers, co-workers, Customers, and other business partners; identifying priorities, deadlines, and expectations; carrying out tasks; communicating progress and information; determining and recommending ways to address improvement opportunities; and adapting to and learning from change, difficulties, and feedback. Complies with Company policies, procedures, and standards of ethics and integrity by implementing related action plans; using the Open Door Policy; and applying these in executing business processes and practices. Uses policies, procedures to make effective choices. This position is responsible for the operation of a department. An individual in this position will be expected to perform additional job related responsibilities and duties as assigned and/or necessary. An individual must be able to successfully perform the essential functions of this position with or without a reasonable accommodation. Processes incoming Customer requests received through various communications (for example, phone calls, email, system software, walk-ups) by correctly determining the needs of the Customer; utilizing department-specific terminology in order to direct requests correctly; escalating or resolving critical requests; and routing the Customer to the appropriate individual or department when necessary. Manages requests to resolve common issues by utilizing required software products (Remedy) to create and assign Customer requests and/or problem tickets to appropriate owners; following documented processes and/or procedures; escalating critical requests; engaging senior team members in order to obtain assistance when required; researching problems to resolve requests; tracking the status of requests and/or problem tickets; validating resolutions; and closing requests or problem tickets upon completion. Identifies trends by reviewing incoming ticket logs; determining when a series of calls are related to an underlying root cause; and following escalation procedures based on severity. Obtains knowledge about the business and team responsibilities by observing and interacting with teammates and asking them questions; attending training classes; and completing online computer based learning (CBL) sessions.
Minimum Qualifications Strong communication skills (both written and verbal), organization skills, logical thought process, excellent troubleshooting skills, PC skills and customer service experience. Applicant must also have good listening skills and the ability to multi-task.
Additional Preferred Qualifications Various Shifts
6am - 6:30pm = Day Shift
6pm - 6:30am = Night Shift Bilingual Candidates
Req ID 179237BR
Walmart
Walmart is an Equal Opportunity Employer.
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