Business Technical Support Specialist Location: Fort Wayne, IN Level / Hours : Hourly / 10:30am - 7:00pm Department / Company: IT / Do It Best Reports to: Manager of IT Support Travel: Minimal travel may be required if needed for training About this role: Our Business Technical Support Specialists provide technical phone support for members and vendors with questions regarding member portal (mydoitbest.com), vendor portal, Mobile Assistant, and data communications. Responsibilities: + Participate in phone support rotation / group receiving member and vendor calls. + Answer member and vendor call and email questions regarding portal applications including but not limited to the base site, catalog, claims, invoices, lumber and commodities catalogs, image search, market sites, Sneak Peek and bulletins. Maintain content in areas of responsibility. + Troubleshoot reported portal and application errors. + Provide full support and administration of the Mobile Assistant program. Administer inventory control for applicable hardware. Oversee developmental enhancements. Support depot maintenance. Process rental billings. Maintain user documentation. + Provide support for our Market Savings Builder application. + Escalate calls to 2nd level PC/Web support, Infrastructure or the business users as appropriate. + Monitor 2nd level call alerts keeping users updated on issue status. + Assist UPC Coordinator, EDI Vendor Support, and Retail Technical support with assigned projects. + Execute discontinued member processes. + Generate management reports. Monitor assigned reports for errors. + Test new applications or modifications to the member and vendor portals. + Train and stay current on new applications and changes to the member portal, vendor portal and all supported applications as detailed above. + Utilize call tracking software for knowledge base and historical research. Education and Experience Minimum + High School Degree + Experience with personal computers + Knowledge of Microsoft Word and Excel + Knowledge of Internet communications + Experience with training/mentoring/coaching/helping others understand a process + Problem solving experience Desired + Technical School education with area of concentration in Information Technology + Experience using Google Docs and Google Sheets, or equivalent. + Experience providing phone support to end users + Application testing experience Skills and Abilities: Minimum + Good communications skills + Organized + Patience and calm demeanor + Testing / Quality assurance skills + Ability to speak to a group + Create and edit Google documents Desired + Excellent phone communication skills + Ability to juggle multiple open issues and prioritize for urgency + Ability to create and edit access database applications Core Competencies 1) Fluent in usage of the Do it Best Phone system (need to have this competency within the first 2 weeks) Ability to: + Answer call + Put caller on hold + Transfer a caller + Retrieve a message + Fast forward a message + Forward a message + Save a message + Recall saved messages + Delete a message Training + Review documentation on phone usage + Review process with mentor + Practice 2) Good familiarity with call tracking software (need to have this competency within the first 4 weeks) Ability to: + Enter a call + Attach an email + Lookup call + By call number + By user + Run report of open calls + By user + Run report of closed calls + By user + By date range + Update call status + Close a call + Transfer a call Training + Review/study software user documentation + Question/review with mentor + Practice 3) Familiarity of supported applications (need to have this competency within the first 4 weeks) Ability to: + Receive member and vendor calls + Identify who would know answers to challenging questions Benefits available to you: + Full insurance benefits package including Medical, Dental, & Vision with a premium free plan available + Paid time off to foster work/life balance + Profit sharing + Bonus Pay opportunities + Retirement funding opportunities + Education reimbursement + Health club reimbursement + Career advancement opportunities About Do it Best: We’re the only US-based, member-owned hardware, lumber, and building materials co-op in the home improvement industry. We proudly serve thousands of locations in over 50 countries, offering exceptional merchandise and services driving us to nearly $5 billion in annual sales. Our goal is to help our members grow and achieve their dreams. Culture: Each team member is valued as an individual - with their intrinsic value at the forefront. We prioritize your career growth through one-on-one training, conferences, tuition assistance, mentoring and more. We encourage authentic relationships by hosting social events and fostering a culture where lasting friendships are made. In fact, the three most valued aspects of being a part of the Do it Best team are the culture, the compensation, and the level of fulfillment that each team member experiences from their role. Our Philosophy: Serving others as we would like to be served Our Mission: Making the best even better Our Goal: Helping members grow and achieve their dreams