Dollar Tree SUPPORT SERVICES DOCUMENTATION SPECIALIST in Chesapeake, Virginia

121431BR

Title:

SUPPORT SERVICES DOCUMENTATION SPECIALIST

Department:

IS HELP DESK

Division:

Corporate

Job Description:

This position reports to the Director, Support Services

The Support Services Documentation Specialist prepares and maintains troubleshooting, support and training documentation pertaining to store computer and register systems in support of Support Services operations.

Primary Duties:

  • Researches, gathers and writes technical content for Support Services knowledgebase and store self-help applications

  • Organizes technical information and maintains troubleshooting documentation integrity for Support Services knowledgebase and store self-help applications

  • Assists in writing and maintaining Support Services technical and procedural training documentation

  • Interviews subject matter experts to create new and updated documentation

  • Responds to user request for information; perform problem identification procedures: follow escalation procedures and record all contacts in the Support Services call tracking application

  • Performs daily operational tasks related to Support Services functions and responsibilities

Other Responsibilities:

  • Testing documentation instructions for accuracy and effectiveness

  • Collaborate with management to identify issues from metrics and user feedback to improve knowledgebase

  • Maintain completion of knowledgebase updates within specified times

  • Strive to learn the job functions of the position's peers with whom the individual interacts.

Knowledge, Skills, and Abilities:

  • Organizational skills

  • Detail Oriented

  • Strong verbal and written communication

  • Skilled in Microsoft Office

  • Strong in HTML

  • Flexible and adaptive to frequent changes

  • Effective time management skills

  • Ability to multi-task

  • Excellent customer service

  • Ability to work with all levels of leadership and peers

  • Strong sense of urgency

This job specification should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other related duties, as may be required by their immediate Supervisor.

Auto Req ID:

121431BR

Zip/Postal Code::

23320

City::

Chesapeake

State/Province::

Virginia

Address:

500 Volvo Parkway

Employment Status::

FT