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ABC Online Resources Specialist

Job Type:



ABC Bakers


Richmond, VA

Reports To:

Manager, Online Resources

Posting Date:


Closing Date:


Job Responsibilities:

ˇ Manage ABC Snap Support Inbox and provide daily council email responses, tracker updates, and priority updates to customers, Sales and IT
ˇ Manage relationship with SLAIT Help Desk including escalated ticket management and regular communication on ticket resolution through SLAIT ticketing system (TechExcel)
ˇ Participate in and coordination of internal system testing to ensure bug fixes and enhancements are completed
ˇ Manage Snapback ticket prioritization and documentation of resolved issues via Sales tracker
ˇ Manage incoming phone calls from Councils and document customer requests for IT prioritization; sharing responsibilities
ˇ Coordinate publishing and communication of ABC technology training tools, including webinars, modules, and updates
ˇ Moderate ABC’s social platforms to encourage conversations, respond to questions and assist with customer service questions in a real time fashion
ˇ Provide insights and recommendations to Marketing on ABC’s social media engagement strategy
Position Hours:

ˇ In Season (January through March) Noon–9 pm EST, Monday through Friday; participate in weekend on call rotation
ˇ Off Season (April through December) 8:30am–5:30pm EST, Monday through Friday; no weekend on call responsibilities

Job Qualifications:

ˇ Bachelor degree, or equivalent experience, in related field required
ˇ Help Desk or Customer Service experience required
ˇ Solid verbal, written, and interpersonal communication skills
ˇ Excellent problem-solving/trouble shooting skills to evaluate logical connections between user questions and systems
ˇ Strong project management and organizational skills

Starting Date:


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