AEG Vision (or "AEG") is building a market-leading group of full-scope optometry practices through the acquisition of regional eyecare groups and independent optometry practices. AEG maintains the local brand, practice staff, store associates, and patients of its acquisitions -- while investing in medical equipment, technology, infrastructure, and the team in order to elevate the patient experience. AEG's core purpose is to "improve the health of our community by helping our neighbors see better and look their best, one patient at a time". We are assembling a team of experienced industry professionals to help build AEG into the best place to work and have an outstanding patient experience.
About the Job
The Call Center Help Desk Specialist is responsible for recognizing, researching, isolating and resolving IT, Operations, Merchandizing, POS Level 1 issues. Will be acting as a first level for user support and providing occasional administrative support for the enterprise. Analyzes and resolves problems, interprets policies, and demonstrates solid subject matter knowledge in support and service models. Exercises judgement within defined procedures and policies to determine appropriate action. Apply thorough understanding and knowledge of services to assist internal end users. Duties & Responsibilities * Coordinates Helpdesk request, entering request as needed, monitoring progress of responses and maintaining internal tracking records of the request * Serve as the intintal contact for reporting system issues and providing updates to any known system issues * Provides first tier support across the enterprise and escalations as necessary * Identify and escalate situations as appropriate to the correct organization * Assist with operations and installations of copiers and printers as needed * Provides ticket management of all helpdesk tickets including resolution of tier 1 and tier 2 tickets * Escalate any unresolved tickets through the documented escalation process
Qualifications
* High School or GED * Prior Customer Service experience a plus * Prior helpdesk or optical experience a plus * Experience in a call center environment helpful * Demonstrated ability to work in a fast-paced environment requiring multi-tasking and frequent redefining of priorities. * Basic PC skills to include MS office, Windows, Word, and Excel. * Demonstrate the ability to work successfully in a team environment, functioning for the good of the team over the individual. * Able to work a flexible schedule including Saturdays. Schedule based on call volume to accommodate the needs of the business.
About the Company
