PRO Sports Club Information Systems Technician in Bellevue, Washington
As TIER 1 support, this role provides exceptional ITS support for PRO Sports Club cast members. Support service is performed with enthusiasm and friendliness and a willingness to help others. A successful cast member in this role will have strong customer service skills, be enthusiastic about PRO Sports Club and the role they perform within the ITS Department at PRO Sports Club. Adherence to PRO Sports Club’s Core Values and mission statement is expected and is critical to success in this position.
ESSENTIAL JOB FUNCTIONS
Answers usability and basic technical issues, conducts basic troubleshooting and logs all pertinent support requests into the help desk ticketing system.
Ability to articulate usability and basic technical issues from a user perspective in written and verbal communication
Assure adherence to PRO Sports Club policies and procedures
Participates in periodic staff meetings
Meets or exceeds ITS Department Service Level Agreement (SLA) guidelines in regards to the response to and resolution of technical support tickets, and escalates tickets according to department protocol, as well as follows PROBEST guidelines in regards to ‘owning the question’ and ‘recovery from mistakes immediately.’
Actively participates as in all team- and small group- ITS department projects, tasks and troubleshooting efforts regardless of cast member’s level of expertise, personal interest or relevance to current workload.
Actively and effectively communicates to team members (internal and external), the customer, their supervisor and management, as needed, the status of their support ticket, task or project efforts, including any pertinent updates, roadblocks or delays that would otherwise impact the customer, department, the Club or other parties involved.
Ability to use discretion and sensitivity to protect and handle confidential information, including HIPAA/PHI and PCI-DSS information. (Up-to-date PRO Sports Club HIPAA Certification is a requirement of this position.)
Performs other related duties as directed by management
EDUCATION AND EXPERIENCE
Use a computer, tablet or smartphone on a continual basis
Experience supporting users in a service-industry environment
Experience in the fitness industry a plus
Must have a valid Washington State driver’s license, proof of auto insurance and a clean driving record
PRO Sports Club is an Equal Opportunity Employer and a Drug and Nicotine Free Business.
Req No.: 2017-38827
External Company URL: www.proclub.com