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Technical Support Specialist

Date: Nov 15, 2021

Location: LAKE FOREST, IL, US, 60045-5201

Company: Grainger Businesses

Position Description  

The Technical Support Specialist acts as first line of support for Keepstock issues in the field, monitors system failures, communicates technology deployments to the end user community, and assists with technology changes.   

Principal Duties and Responsibilities: 

The Keepstock Technical Support Specialist will interact with field partners (OSR’s, MOS’, Sellers) to provide Hardware and Software support through multiple communication channels.  The TSS will be asked to provide first level resolution, identify trends and training gaps, and provide excellent customer services to our field partners. 

 

The TSS is also responsible for: maintaining configuration tools, solving/monitoring system failures, trend analysis, escalating/closing service tickets; providing content for job aids, quick tips, and knowledge base articles; documenting issue resolution; maintaining quality interactions; escalating issues to the Tier 2 group as needed. 

 

 

Position Requirements: 

  • BS/BA or equivalent preferred 

  • 3 to 5 years’ experience in related field 

  • Must be detail oriented and quality focused as well as analytical and resourceful with an ability to plan, prioritize and organize multiple projects. 

  • Ability to influence and build relationships cross-functionally while creating an environment that fosters teamwork to achieve common goals. 

  • Must have outstanding verbal and written communication skills. 

  • Uses independent judgment to quickly solve customer problems. 

  • Working knowledge of the KeepStock systems and solutions preferred. 

  • Demonstrated ability to drive results with the passion, energy and business skills to drive a consistent customer experience. 

  • Working knowledge of Microsoft Office Suite to include Word, Excel, PowerPoint, and Access. 

 

 

Grainger is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.