Store Support Agent

Store Support Agent (Remote)

Basics Group of Providence, RI is looking to hire a part-time Support Agent to work remotely as part of our small team. The ideal candidate is a self-starter who is very detail and customer service oriented and has excellent communication and computer skills.

The Support Agent will provide day-to-day coverage and ticket resolution services as part of a virtual “help desk” team supporting store employees for a large scale retailer client of Basics Group. This will be a part-time, hourly position that is fully remote/virtual. We expect it to be 10-20 hours per week. The schedule is negotiable, but ideally would consist of Tuesday, Wednesday, Friday and Sunday evening, after 4pm, every week. The hours will fluctuate, with peak times occurring at least twice each year and lasting several months. These times are Eastern, and the Support Agent can live/work in another timezone.

Responsibilities:

· Regularly monitor our web-based ticket system during scheduled work time to review New and Updated tickets that track incoming issues, questions, and orders from store employees of a large scale retailer. As time allows, also follow-up on escalated tickets or other tickets in review.

· Complement other Basics Group team members to provide “around the clock” coverage and high levels of responsiveness and service for our client.

· Provide “tier 1” troubleshooting and issue resolution based on approved business rules and workflow procedures and protocols. This includes prioritizing, escalating, and answering/resolving tickets and serving as the first level of contact for the client’s store employees.

· Quickly identify unusual or high-priority issues and handle them effectively with our team.

· Collaborate internally with our team to evaluate/modify workflow procedures and improve internal processes. This may include planning meetings and other team activity to adjust our services, coverage strategies, etc.

Qualifications:

· Strong oral and written communication skills

· Demonstrated ability to work independently and effectively as part of a team

· Analytical skills, with ability to handle multiple tasks, involving complex and varying issues

· Knowledge of, or demonstrated interest through education in commercial retail operations, retail store merchandising, and/or retail store design and construction

· Experience working in a retail store environment is preferred but not required

· Bachelor’s degree in relevant field (marketing, business, communications, etc)

· Proficiency in MS Office (Word, Excel, PPT) and common productivity apps/tools

About Us:

· Basics Group is a technology consulting firm based in Rhode Island and founded in 2003. We specialize in supporting retail store design, construction, and merchandising through customizable web applications and other related projects and consulting services.

· Basics Group is an equal opportunity employer and will not discriminate in employment and personnel practices on the basis of race, sex, age, disability status, religion, national origin, or any other basis prohibited by applicable law.

· Any information provided to Basics Group by a job applicant will be deemed public and subject to verification. This includes personal identity, employment history, criminal background, and credit history. Basics Group may use third-party services to conduct checks on its behalf and may contact references directly if applicable.

Job Types: Part-time, Contract

Pay: From $20.00 per hour

Benefits:

• Flexible schedule

Schedule:

• Evening shift
• Weekend availability

Work Location: Remote