SSPS Technical Support Specialist (Framingham, MA)

Staples - Framingham, MA

Position Summary:

SSPS Technical is a high level team that supports and provide training for all SSPS teams, including but not limited to: Support Representative, Critical  Representative , Account Executive. Primary functions analyzing customer reports, vendor relations, developing innovative solutions for all customer requests.  Streamline processes and help improve team efficiencies. 

The Technical Specialist is responsible for providing customer reports, providing data analytics and developing/maintaining internal applications to help streamline processes. 

The Technical Specialist must be self-motivated and possess the ability to solve complex customer problems with little guidance.  This individual will need excellent analytical skills and the ability to understand and interpret business requirements to turn them into efficient customer solutions. 

Primary Responsibilities

• Develop training materials and schedule for all SSPS teams on vendor merchandise
• Build and manage monthly training schedules with teams and outside vendors
• Firm understanding of required resources available and capacity.
• Manage workloads effectively to set aggressive but reasonable timelines for projects.
• Develop and maintain an online training library
• Provide support when needed to all SSPS teams and customers
• Share areas of opportunity that exist with regards to team service levels, materials and processes
• Partner with SSPS managers to support an environment of continuous process workflow efficiency.

Other Responsibilities

• Customer communication via (Phone, Email and text)
• Research, analyze and recommend tactics to retain customers.
• Negotiate with vendors to obtain preferential pricing for deviations or customer products.
• Build and maintain ongoing and ad hoc customer performance reports. Sharing information with Account Executive
• Supporting special ad hoc requests
• Scheduling quarterly review and usage assessments with customers and Account executives. 
• Supports new accounts after implementation process
• Document all systems with customer requirements (system notes)
• Document appropriate information for all team’s (customer service / resolution specialist) to provide accurate dialog of information regarding customer history
• Continually enhance job knowledge via training, working closely with Technical Specialist and keeping personal notes current

Basic Qualifications:

• High School Diploma or GED
• Project management experience
• High level of analytical skills
• Proven ability to manage multiple projects simultaneously
• Strong prioritization skills 
• Proactive and self-motivated 
• Organization skills
• High level of focus and attention to detail
• MS Office Suite
• Sales Force preferred
• AS/400 preferred
• Packaging Engineer experience preferred

Staples is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.

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Posted: 30+ days ago

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