Support Services Specialist - White Bear Lake, MN - SUPPO003294-00001 (St. Paul, MN)

SUPPORT SERVICES SPECIALIST – FULL-TIME - White Bear Lake, MN (Hybrid)   Help Desk/Call Center   $21 - $25 / hour   Hourly rate based on experience   Full-time benefits; and Bonus eligible!     Call Center Hours of Operation: Monday - Friday; 7AM – 5PM   Shift: Variable 8 hour shift within hours of operation   Required on-call rotation; every 4th weekend     BENEFITS   Smarte Carte Inc. offers competitive pay, and outstanding benefits including; Group Health Insurance; Medical & Dental, Company Paid Life Insurance, Company Paid Short-Term Disability, Matching 401k, Paid Time Off, Paid Holidays, Wellness Reimbursement Program and More!               COMPANY BACKGROUND:   Smarte Carte, Inc. is the leading concessionaire of self-serve vended luggage carts, electronic lockers, commercial strollers and massage chairs, as well as other passenger and guest services.   Smarte Carte is headquartered in St. Paul, MN and has operations in the United States, Australia, Canada, Ireland, New Zealand, Norway, Singapore, Sweden, and United Kingdom.   Are you looking for a job with a flexible schedule, great pay, and a fantastic work environment? Are you looking for a place to develop and build your career? Do you like to have your voice heard and be involved in process improvements? Then Smarte Carte is the place for you! A positive attitude and willingness to learn are the top qualities for our ideal candidate. Smarte Carte prides itself on having a diverse and inclusive workforce. All genders, ethnicities, and backgrounds are encouraged to apply. Smarte Carte is focused on being environmentally responsible by owning/operating recyclable equipment and reducing our carbon footprint.   BASIC JOB FUNCTION:   Are you passionate about helping others and solving problems? Our Support Services team is the first line of assistance for employees worldwide, delivering technical and mechanical product support, Level 1 IT troubleshooting, and essential information that keeps our business running smoothly. This position is not eligible for relocation; must be eligible to work in the United States without visa sponsorship.   As part of this dynamic team, you'll:   Provide fast, effective solutions through our first-response support call center         Assist with external customer inquiries and administrative tasks         Maintain and update ERP system data to ensure accuracy and efficiency         Share helpful "how-to" guides and resources to empower users   If you're a proactive problem-solver with a customer-first mindset, we’d love to hear from you!     KEY RESPONSIBILITIES:      Assist our field team with equipment failures by troubleshooting via telephone, email, or Teams.         Process service and part orders according to established department policies and procedures.         Assisting with Level 1 IT requests as needed.         Navigate system portals/databases efficiently to troubleshoot issues.         Document and maintain equipment history records and serial numbers.         Document all Product, IT, Customer, and General Inquires via web forms.         Provide timely feedback to the company regarding service failures or customer concerns.         Complete recommend training material and programs for enhancing staff product knowledge.         Continually seeks improvement of processes and procedures that are consistent with SCI’s mission statement and communicate to group management.         Required on-call rotation: every 4th weekend WITH similarly shared rotation of holiday coverage.         Other duties as assigned     EXPERIENCE:   Previous experience in a customer service-type role required.         Troubleshooting and repair experience; general root-cause analysis.         Being technologically Savvy is a must, with a medium-to-high-level understanding of Microsoft Outlook, Teams, Excel, and Word.         Bilingual in English/Spanish is a plus.       PERSONAL CHARACTERISTICS:    Self-Motivated         Team-oriented         Thrives in fast-paced settings         Organized with strong prioritization skills         Ability to forge solid relationships with external parties; customers, employees, facility management, etc.         Effectively communicate across a wide range of capabilities and personalities         Maintain a client/customer focused attitude         Excellent verbal and written communication skills     PROFESSIONAL CHARACTERISTICS:   The successful candidate will be high-energy, creative, and resourceful.          This position requires an intelligent and enthusiastic individual with a commitment to excellence.          Must possess customer service skills and technical knowledge.     EDUCATION:   Highschool diploma or equivalent required         Associates or Technical degree preferred     PHYSICIAL REQUIREMENTS   Sit for long periods of time         Keyboard; typing for long periods of time         View computer screen(s) for long periods of time         Work under deadlines   Experience Required   Troubleshooting & repair, general root-cause analysis         Being technologically Savvy is a must, with a medium-to-high-level understanding of Microsoft Outlook, Teams, Excel, and Word Preferred   Bilingual in English/Spanish is a plus   Education Required   High School or better Preferred   Technical/other training or better   Skills Required   Troubleshooting         Collaboration         Multitasking         Customer Service         Communication         Attention to detail         Prioritizing         Problem Solving         Flexibility   Behaviors Required   Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well         Thought Provoking: Capable of making others think deeply on a subject         Team Player: Works well as a member of a group Preferred   Enthusiastic: Shows intense and eager enjoyment and interest   Motivations Required   Self-Starter: Inspired to perform without outside help   Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.