Toshiba Global Commerce Solutions is seeking a Client Advocate to work with our Proactive Availability Services solution in Durham, NC.
Monitor the PAS platform, providing 99.9% uptime.
Investigate and report on client reported events, focused on proactively identifying actionable events.
System Admin for Service Now and other tools used in the PAS platform.
Write and present documentation
Approximately <10% travel
Able to work on a fast-paced support team
Client facing professionalism and skills
At least three (3) years' experience in working on a large help desk implementation and operationalizing SOPs.
Able to read, write and speak English proficiently and be an effective verbal and written communicator.
Must be highly-proficient on computers, Excellent knowledge and use of Microsoft Office (word processing, spreadsheets, and database systems). Technical and Software experience required.
Must have strong presentation, verbal, and written communication skills.
Must be able to multi-task in a professional and courteous manner.
Must be able to accommodate a flexible schedule.
Must excel at listening, probing, negotiation, and de-escalation skills needed.
Must have analytical and troubleshooting expertise.
Must demonstrate proven performance, able to meet compliance, quality, and productivity metrics.
Must demonstrate ability to work well in a high pressure/target driven environment.
Experience with ServiceNow, PagerDuty, and Datadog.
Experience building dashboards and on-line reporting using any common CMS.
3+ year's previous Command Center or Help Desk experience.
About the Company:
Toshiba Global Commerce Solutions is a dynamic billion dollar global company based in Research Triangle Park, NC, providing retail store solutions to your favorite brands. Have you ever been in a hurry and made use of the self-checkout at Lowe's Foods, earned fuel rewards at Kroger, or just paid for purchases at retailers such as Walmart, Michaels, Carrefour, The Gap, Calvin Klein, Boots, Cencosud, BJ's, or Costco? These are just a few examples of our in-store solutions and impressive customer base that made us the world's installed market share leader.
The nature of retail is changing quickly, so if you share our 'Together Commerce' vision of a seamless two-way, participatory shopping experience, let's get together to drive the new economy.
Toshiba Global Commerce Solutions is an equal employment employer and is committed to providing employment opportunities to minorities, females, veterans, and disabled individuals.