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Connectivity Services Specialist Job

Job Number: 2017-6565

Address: 2002 Papa John's Blvd

Location: Louisville, KY

Date Posted: 12-1-2017

THIS IS A CORPORATE POSITION

Responsibilities

SUMMARY

Provide support concerning issues, problems or questions that arise related to connectivity. These duties include but are not limited to hardware, software, procedure, web base applications along with monitoring and routing online orders while maintaining an acceptable customer service level.

ESSENTIAL DUTIES AND RESPONSIBILITIESinclude the following.

  • Answer, evaluate and prioritize incoming telephone calls, voice mail and e-mail while ensuring customer satisfaction levels are being obtained.
  • Interviewing customers to gather information about the problem and, if possible, leading the user through diagnostic procedures to determine the problem and resolution concerning connectivity both store systems and online systems.
  • Communicate any unresolved connectivity issue(s) that impacts a store or online operation to Supervision.
  • Logging every call using Ticketing software or tracking purposes.
  • Managing and following-up on open cases until resolution, escalating unresolved cases to Megapath via Customer Portal ticketing software or calling Network Operation Call Center support.
  • Provide support to our customers while referring more complex issues to appropriate connectivity provider
  • Communicate any concerns that hinder you from resolving the customer's issues in a timely manner.
  • Work related task or projects assigned by management.
  • Perform order entry duties related to web-assisted orders along with customer follow-up.
  • Assist fellow Analysts with questions and issues concerning High Speed connectivity
  • Monitor the various support email mailboxes
  • Works with 3rd party vendors when necessary
  • Facilitate final service delivery by maintaining follow-up contact with the customer and help desk analysts.
  • Document all activity according to established procedures
  • Other duties may be assigned

POSITION QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The qualifications listed below are representative of the knowledge, skill, and/or ability required. An equivalent combination of experience and training may substitute for any of the listed position qualification. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

COMPETENCIES are classified as the work habits, attitudes, personal characteristics, and behaviors that reflect how a person accomplishes the duties and responsibilities of his/her job.

Action Oriented Enjoys working hard; is action oriented and full of energy for the things he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others.

Peer Relationships Can quickly find common ground and solve problems for the good of all; can represent his/her own interests and yet be fair to other groups; can solve problems with peers with a minimum of noise; is seen as a team player and is cooperative; easily gains trust and support of peers; encourages collaboration; can be candid with peers.

Active Learning Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.

Business Acumen Knows how businesses work; knowledgeable in current and possible future policies, practices, trends, technology, and information affecting his/her business and organization; knows the competition; is aware of how strategies and tactics work in the marketplace.

Decision Quality Makes good decisions (without considering how much time it takes) based upon a mixture of analysis, wisdom, experience, and judgment; most of his/her solutions and suggestions turn out to be correct and accurate when judged over time; sought out by others for advice and solutions.

Timely Decision Making Makes decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure; able to make a quick decision.

Dealing With Paradox Can act in ways that seem contradictory; is very flexible and adaptable when facing tough calls; can combine seeming opposites like being compassionately tough, stand up for self without trampling others, set strong but flexible standards; can act differently depending upon the situation; is seen as balanced despite the conflicting demands of the situation.

Written Communications Is able to write clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect.

REQUIRED FUNCTIONAL SKILLS

  • Ability to type at least 30 WPM with a high degree of accuracy
  • Ability to effectively communicate instructions over the phone
  • Efficient and friendly telephone skills
  • Ability to troubleshoot Network Connectivity

DESIRED FUNCTIONAL SKILLS

  • Understanding of IDSL, SDSL. ADSL, DDSL, Cable and T1, Wireless and DBU back up.
  • Understanding of LINUX and network configuration in the POS
  • Troubleshooting skills related to both hardware and software
  • Understanding of daily procedures performed in a restaurant environment related to connectivity
  • Basic understanding of a Point of Sale system

EDUCATION, EXPERIENCE AND CERTIFICATIONS

  • High school diploma or GED, required
  • Minimum of 3 years experience in a call center, preferred
  • Food Industry experience, preferred
  • Basic Networking

PHYSICAL DEMANDS

While performing the duties of this job, the team member is regularly required to sit and talk or hear. The team member frequently is required to use hands to finger, handle, or feel. The team member is occasionally required to stand, walk, reach with hands and arms, repetitive use (or motion) of arms and hands, bend and stoop, and lift up to 10 pounds.

WORKING CONDITIONS

Working conditions are normal for an office environment. Shift work is required; including weekends, holidays and overtime as needed. Will be subject to on call, or call back status if needed.

Overview

Exciting things are happening at Papa John's corporate restaurants. Work where the best ingredient is YOU!

Great things are happening at Papa John's! If you are looking for a fulfilling career with an international company, flavored with challenging work, mixed with professional development opportunities, a competitive salary and a collaborative team environment, then look no further! Papa John's seeks people who share our philosophy for success, are looking for quality business practices and meaningful work. All these combine to produce not only the best pizza, but also the best team members!

Papa John's has over 5,000 locations in 44 countries and territories around the world. We offer a competitive benefits and compensation package. Driven to be the best. Better Ingredients. Better People. ®

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

The Company utilizes eSignatures for Disclosures and Consent which applies to all Materials, both current and future, related to your application for or possible employment with Papa John's International, Inc. on behalf of itself and its subsidiaries ("Papa John's"). By choosing to click "Apply Now" and move forward in the Application Process you are confirming that you have read, understood and agree to the Company's E-Signature Disclosures and Consent Policy. Please click here to review this policy.


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