Assoc, OTX Support Level 1

Summary:

The OTX Level I Support Associate will be part of a dedicated team responsible for supporting and sustaining Visionworks' retail facing OTX systems and technology tools. The role will include ticket management, auditing, OTX configuration, OTX software system testing, issue resolution, and documentation. In addition, the role will serve as a subject matter expert (SME) on all OTX Store Operations and Clinical OTX system and technology tool related matters. This role will be a part of and support the OTX Platform Team.

Reports to Manager, OTX Platform Owner.

Pay Class and Pay

Pay Class: Full Time

Pay: $ 21.07 - $ 27.02 Hourly

Essential Responsibilities:

1. Provides support to include identifying defects and partner with appropriate teams, gather necessary data, perform quality assurance, assign to respective team(s), follow-up on statuses, provide updates and maintain in tools.
2. Serve as the Subject Matter Expert in OTX software system processes.
3. Diagnose and resolve system issues, while ensuring to retain records of all associate interactions with the OTX Platform Team by documenting all calls in the Service Now system
4. Collaborate complex problems with Level II support, providing detailed documentation of the issue, troubleshooting steps taken, and any customer impact to ensure a smooth and expedited resolution to include after hours.
5. Makes recommendation on remediation activities with Visionworks Learning team to drive adoption
6. Support Field Associates and Cross Functional Business partners on how to use OTX system, testing activities, technology tools, and related new business processes.
7. Coordinate with Level II and Manager on critical issues identified, engage other departments as needed.
8. Complete needed configurations within the OTX platform including new stores, employee setup, associate access, etc.
9. Assist with OTX system and technology tool testing by developing test scripts, running tests and logging defects.
10. Perform, document, and track internal and external audits to ensure proper operation, accuracy, compliance, and quality control of system access and system fees.
11. Assist escalated level support resolving software issues as they relate to OTX systems, and or help route to the appropriate OTX team members as needed to include after hours: weeknights, weekends, and holidays.

Education:

• High School Diploma, GED, or equivalent experience required
• 1-5 years of administrative support experience required
• 1-5 years of technical support or POS Systems preferred

Experience & Background:

• Internal Visionworks Retail/Optical experience at a Supervisor level
• Proficient computer skills to include: Microsoft Word, Excel & advanced Power Point skills
• Strong knowledge of retail operations
• Ability to multi-task in dynamic, fast paced environment
• Proven ability to work independently and make sound decisions

Language Skills:

• Professional written, editing and verbal communication and interpersonal skills
• Well-developed verbal, listening and phone communication skills
• Ability to repeat back numerical information accurately and completely
• Ability to speak effectively with all levels of Associates within the organization

Reasoning Ability

• Ability to exercise good judgment; escalate issues appropriately.
• Ability to think logically in following procedures and instructions.
• General problem solving abilities
• Ability to self-direct confidently with minimal oversight

Essential Responsibilities related to Physical Demands/Work Environment

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the associate is required to sit, stand, use hands and fingers to handle, feel, pick or pinch, and talk or hear most of the time. The associate is occasionally required to stand, walk, and reach with hands and arms. The associate must frequently lift and/or move up to 20 pounds. The noise level in this location is moderate (use of computers, printers and machines).