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Coca-Cola Consolidated · 7 hours ago

IT Service Center Support I

Charlotte, NC

Full-time

Hybrid

Senior Level

5+ years exp

Coca-Cola Consolidated is America's largest Coca-Cola bottler, dedicated to building meaningful careers and vibrant communities. The IT Service Center Support role involves providing quality telephone support for IT hardware and software-related issues while ensuring high customer satisfaction and resolving complex inquiries.

Delivery ServiceFood and BeverageFood DeliveryFood ProcessingManufacturingSales

H1B Sponsor Likely

Responsibilities

Assists teammates telephonically, electronically, and in-person on a wide array of support requests, including diagnostic support relating to functionality of software, troubleshooting, daily network operations, etc., while demonstrating a high level of customer service

Observes problem trends in order to report on frequent issues and documents learnings and solutions in order to assist teammates with timely and consistent resolutions to frequently asked questions, including things like account lockouts, intermittent system issues, etc. in order to improve the team’s ability to respond quickly to needs

Initiates and, or follows up with ServiceNow tickets for teammate issues and concerns

Escalates complex problems or issues to the next tier of support or the appropriate Center of Excellence for timely resolution

Assists teammates across the organization with the use of our self-service portal and knowledge base to fulfill future needs independently when practical to do so

May perform other duties as assigned

Qualification

Advanced computer troubleshootingCustomer serviceServiceNowNetwork operationsEagerness to learnPersonal pridePositive attitudeFlexibility

Required

High school diploma or GED

Knowledge acquired through 5 to up to 7 years of work experience

Positive Attitude - The role requires a positive attitude and a servant's heart while proving Coke Consolidated customers with a single point of contact for all IT Business and Technical issues

Eagerness to Learn - Continuous learning is required as Coke Consolidated's systems and processes continue to change. Learning these systems and processes increases the quality of service and allows greater resolution without forwarding it to Tier 2 support teams

Personal Pride and a Dedication to full Ownership - The role requires a self-drive, intrinsic motivation to serve people to improve their day, lives. This displays itself through high attendance, so teammates aren't carrying the workload by themselves, humbly seeking and applying feedback to improve their service and a desire for continuous improvement

Provide insight and suggestions about ways to improve the Helpdesk and Support functions within IT

Flexibility - The need to work any shift on the 24,7 Service Center, includes possibly serving on nights, and weekends

Be available to provide additional coverage when Coca-Cola Consolidated has major system implementations

More advanced technical knowledge, experience, and understanding of computers, networks, and applications to be able to troubleshoot issues

A Service Center Support is required to know enough about all our systems and processes to gather data, troubleshoot possible solutions, and if unable to resolve, document enough of the troubleshooting steps to pass along to the next tier for resolution

They are also relied upon to help the Support Technician 1 employees in answering questions, to improve their knowledge and understanding

Benefits

401(k) match

Health coverage

Employee stock purchase plan

Company

Coca-Cola Consolidated

Glassdoor3.5

Coca-Cola Consolidated manufactures, markets, and distributes over 300 brands and flavors from The Coca-Cola Company and partners, serving.

Founded in 1902

Charlotte, North Carolina, USA

10001+ employees

http://www.cokeconsolidated.com

H1B Sponsorship

Coca-Cola Consolidated has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2023 (1)

2020 (1)