JOB SUMMARY AND MISSION

This job contributes to Starbucks success by acting as a first point of contact within the Service Desk for technical issues for end users and retail locations. Responds to routine hardware/software problems and/or questions from retail locations, regional offices and roasting plants globally. Models and acts in accordance with Starbucks guiding principles.

SUMMARY OF KEY RESPONSIBILITIES

RESPONSIBILITIES AND ESSENTIAL JOB FUNCTIONS INCLUDE BUT ARE NOT LIMITED TO THE FOLLOWING:

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Documents user problems, troubleshooting steps, resolutions and escalation paths using Service Desk tools and resources.
• Maintains regular and consistent attendance and punctuality in accordance with ‘Starbucks Attendance Standard for Contact and Service Centers’.
• Performs first-level core troubleshooting on hardware/software systems, answers question and provides technical solutions.
• Identifies and escalates issues requiring urgent attention with Incident Management and Service Desk Leadership.

BASIC QUALIFICATIONS

-Experience in a call center or customer support environment supporting various hardware and software problems

-Experience using a knowledge base and ticketing system

-Experience using retail point of sale systems

-Familiarity with multiple hardware and software systems with some technical knowledge

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

• Ability to communicate clearly and concisely, both orally and in writing
• Ability to handle multiple tasks simultaneously
• Ability to work in a fast-paced and changing environment
• Ability to work as part of a team
• Ability to deliver customer service to users with various levels of computer knowledge
• Strong technical aptitude and troubleshooting skills
• Ability to manage time effectively

CORE COMPETENCIES

Customer Focus

Delivers legendary service that meets and exceeds all customers' expectations

Ethics and Integrity

• Adheres to Starbucks values, beliefs and principles during good and bad times

Composure

• Remains calm, maintains perspective and responds in a professional manner when faced with tough situations

Personal Learning

• Takes personal responsibility for the continuous learning of new knowledge, skills and experiences

Dealing with Ambiguity

• Able to successfully function during times of uncertainty and changing priorities

Decision-Making

• Makes timely and quality decisions based on a mixture of analysis, wisdom, experience and judgment

Interpersonal Savvy

• Builds effective relationships with all people

Results Oriented

• Gets results and achieves goals

_Starbucks and its brands are an equal opportunity employer of all qualified individuals. _

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_We are committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe that enables us to better meet our mission and values while serving customers throughout our global communities. People of color, women, LGBTQIA+, veterans and persons with disabilities are encouraged to apply. _

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Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal state and local ordinances. Starbucks Corporation is committed to offering reasonable accommodations to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please contact us at 206-318-0660 or via email at applicantaccommodation@starbucks.com  

Starbucks is about more than just a coffee; they're dedicated to employee and community growth. Starbucks even runs a program that pays for their baristas tuition to help them finish their education. That’s why when you launch your career inspired by human connection and the opportunity to become your personal best, the possibilities are endless. SCAP - Starbucks College Achievement Program