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Company Contact Info
307 Hartmann Drive
Lebanon, TN 37087
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Store Support Analyst
Cracker Barrel Old Country Store, Inc. • Lebanon, TN
Posted 24 days ago
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Cracker Barrel is seeking to hire a Store Support Analyst! This position provides support to all field users by answering telephone calls regarding technical, hardware, and software issues. Troubleshoots problems for stores and other Store Support personnel. Provides a high level of customer service to answer questions, implement solutions, or determine appropriate resource. Builds knowledge and skills necessary for answering and solving field user issues. Shares and/or teaches knowledge and skills to others as appropriate. Leads or assists with special projects as directed.Responsibility
Field user technical, hardware, and software support.
Provides support to all field users by answering telephone calls regarding technical, hardware, and software issues. Troubleshoots software and hardware problems in stores and for remote users including issues related to systems such as POS, back office, PFG ordering, payroll processing, credit cards, gift cards, etc. Provides a high level of customer service and utilizes any means necessary to answer questions and implement solutions.
Assists other Store Support personnel.
Researches and troubleshoots, as requested, issues and problems encountered by other Store Support personnel. Shares and teaches knowledge and skills with others when appropriate. Assists with and/or oversees the training and development of the Store Support group.
Department and knowledge development.
Builds and develops knowledge base needed for answering and solving field user issues. Builds relationships with others inside and outside the department. Participates in the shaping of future departmental focus and solutions. When appropriate to employee skill level, designs and/or codes utilities and computer programs for support services that increase departmental efficiency.
- In depth knowledge of software and hardware systems.
- Strong research and troubleshooting skills.
- Excellent customer service skills.
- Teamwork and collaborative skills.
- Ability to learn and adapt to changing technology.
- Ability to work independently and triage work based on customer impact.