at Nutrien Ag Solutions, Inc in Deerfield, Illinois, United States
Job Description
At Nutrien, our purpose is Feeding the Future and we do so with safety, inclusion, integrity and results as our core values. Nothing is more important than sending our people home safe, every day.
Nutrien is a leading provider of agricultural products, services, and solutions. With over 26,000 employees world-wide, we are the largest producer of potash (by capacity) and one of the world's largest producers of nitrogen and phosphate. We also operate a leading agricultureretailnetwork that services over 500,000 growers globally.
We harvest the best. Diverse views and experience make us strong. We look for people who have a safety-first mindset, who are collaborative team players, who deliver on their commitments, act with integrity, and who support inclusion.
Working at Nutrien will provide you an opportunity to help us raise the expectation of what an agriculture company can beand grow your career.
This position reports to the Supervisor, Service Delivery - Digital & Retail.
What you will do:
Monitor multiple intake methods for escalations in a timely manner
Act as liaison between customers and level 2+ support teams to collaborate on continuous improvement
Ask questions to determine nature of the incident and walk agents or leads through problem-solving process
Review, resolve and/or track progress and resolution of incidents and service requests reported to IT Support organization (including Retail, Digital, System Access, and other entities within Nutrien)
Document all steps taken during the escalation to track the progress until resolved
Communicate the customer urgency to all IT team members working the ticket and set next steps and expectations to the customers
Listen to customer feedback and share expertise in making recommendations to leadership on how to create a more positive customer experience
Provide feedback and reporting on escalated trends impacting customer experience
Participate in providing details and testing for critical incidents
Provide advanced level support to IT colleagues via phone, e-mail, chat, and self-service
Escalate and triage incidents and requests internally or to level 2+ groups as required
Support the latest mobile devices (e.g., iPads and iPhones) and developed applications
Install, modify, and repair computer hardware and software via remote access means
Support for the above tasks is primarily completed by telephone, email, or chat
What you will bring:
Bachelor's degree in Computer Science, Engineering, Business, or another relevant field
2+ years of IT experience supporting desktop issues within an enterprise environment in a support role in a PC environment
Excellent verbal and written communication skills that enable the delivery of consistent, exceptional customer service regardless of the situation or temperament of the customer
Team player able to work effectively in partnership with other team members in a fast-paced and changing environment. Ability to Stay Flexible, Think Forward and have an Own It mindset
Strong troubleshooting skills managing workstations, network and its peripherals, other devices like printers, scanner, CC machines, wireless devices, etc.
Working experience with Azure, Exchange, Office365 Administration & Licensing, Active Directory understanding
Ability to learn new technology and business applications
Experience with enterprise Incident Management solutions, preferably ServiceNow
Desired certifications: ITIL Foundations and MCDST certifications and Experience using LogMeIn, RDC, SharePoint and Citrix technologies
Strong customer focus
Organized, energetic self-starter with a positive, upbeat attitude
Problem solving with a high technical aptitude and strong escalations and logic skills
Time management
Continuous improvement experience
Are you a good match? Apply today!
The estimated salary that Indeed, Glassdoor and LinkedIn suggested does not represent Nutrien's compensation structure.
Nutrien is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.
This job will remain posted until filled. In accordance with Nutrien policies, you willbe required to undergo a background check and may be required to undergo a substance test. While we appreciate all applications we receive, only candidates under consideration will be contacted.
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The company is an equal opportunity employer that is committed to creating an inclusive workplace. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, genetic information, national origin, disability, veteran status, and other legally protected characteristics
