Support Services Representative

Job Description : Stein Mart, Inc. is currently seeking a Support Service Representative to join their busy Information Systems Department. This position will ensure computer equipment and information systems work effectively by providing customer service by answering questions, sharing information and helping resolve problems. In addition, this person will maintain computer and information system’s capabilities and performance resolving issues with computer equipment and information systems.

About Us:

Located in Jacksonville, Florida, Stein Mart offers upscale fashion at off-price discounts. The company, with 260+ stores in 31 states, sells women’s, men’s and children’s brand clothing, jewelry, bed/bath linens and gift items at discount prices.

Job Responsibilities:

- Organize work flow by planning and prioritizing work; managing time efficiently to ensure meeting deadlines; being self-motivated and comfortable performing multiple tasks.
- Provide customer service by being professional and courteous at all times; answering the phones and directing calls appropriately; responding to all calls or emails within one hour; listening to others to understand questions and problems; offering instructions and providing information to help solve problems; informing users of job aids, training tools and instructions to help them utilize computer systems; helping resolve network, computer and information system issues.
- Communicate effectively by exhibiting a positive and helpful attitude when communicating with others; sharing all information that impacts the work of others in a timely manner; utilizing exceptional listening skills; answering questions; explaining procedures and giving instructions to others; communicating details about computer/system updates, pending problems and changes; giving constructive feedback and being open to receiving feedback from others.
- Determine source of problems by listening to users describe computer and technical problems; asking questions to trouble-shoot and identify the source of the problem; reviewing procedures and actions taken by user; instructing user to perform diagnostic procedures.
- Research and Resolve Computer and Information System Problems by troubleshooting to resolve equipment and system problems (for example: Kronos, scanners, wireless printers, WRAPS, access points and DSL); using all relevant information to research and resolve problems; helping resolve problems with store opening or closing computer procedures; documenting problems and resolutions; taking appropriate actions to correct and resolve problems.
- Provide Software Support by installing or re-installing equipment software; answering questions about how to use software; resolving problems with software (Excel, Lotus, Windows, Evolution, WRAPS.)
- Perform System Checkpoints by verifying that store data polls (WRAPS and POS); correcting polling problems; checking for dropped 360 transactions in stores; informing Sales Audit Department of dropped transactions; confirming 360 stores close their systems correctly; verifying Robot and Loss Prevention Reports run and running reports as needed; inputting tax changes; checking MPS and resolving problems; making sure Windows servers are backed up (SQL, Lenox, GSA.)
- Verify Data by confirming price changes ring correctly; reviewing P.O.s for allocation problems; resolving P.O. allocation problems for Receiving and Merchandising; checking that Flash Sales Reports are correct and sending Flash Sales data; balancing Panache and Ecredit amounts; researching variances and re-keying Panache/Ecredit amounts if needed; verifying DSW price change data; performing weekly checks of DSW Inventory Control Records; verifying data integrity of store inventory numbers.
- Provide System Support by setting up new user access and disabling user access as needed; answering questions about database access and password protections; answering and documenting questions about server problems; performing basic computer programming functions (i.e. 360 cleanup files, timed applications); assisting with Evolution system issues including re-sending or recalculating purchase orders; facilitating system and equipment changes; providing PC support to users; supporting remote computer users with VBN/FOB connectivity; completing new store installations of equipment and software; troubleshooting and resolving basic problems with Corporate and Store phone systems.
- Perform System Maintenance by providing network maintenance; maintaining LAN/WAN connectivity; providing depot maintenance for RSS, PAXAR, scanners and timeclocks; maintaining serial number records for store equipment; configuring and maintaining handheld scanners; configuring client bridges for wireless equipment.

Stein Mart offers the following benefits package:

-Family Friendly Work Environment.
-Associate Discount.
-Paid Holidays.
-Paid Vacation and Sick Days.
-Medical/Dental/Vision Plans.
-Short/Long-Term Disability Plans.
-401(k) Retirement Plan.
-Employee Stock Purchase Plan.
-Flexible Spending Account.
-Life Insurance.
-Fitness Center.
-Career Advancement.
-Service Award Recognition.
-Additional discounts with retail partners.
REQUIREMENTS
Background Requirements:

- A Bachelor’s Degree and/or 1 year Merchandising or Help Desk experience
- Computer skills to include proficiency in Windows and Microsoft Office network systems
- Project Management skills
- Demonstrated ability to communicate effectively on the telephone and in writing
- Exhibits a strong interest in working with people in a support service role
- Strong customer service focus
- Exhibits patience when serving others
- Results-oriented, makes informed decisions and excellent problem-solving skills
- Exhibits attention to detail with high degree of accuracy
- Takes initiative and works well without direct supervision
- Preferred experience with AS400, Evolution System and the retail industry