Retail Technology Support Specialist - Direct Hire Contractor

Chevron Holdings Inc. (CHI) is a pioneer and leading multi-function Shared Services Center in the Philippines located in Makati City.  With a workforce of more than 1,000, CHI delivers business services and solutions in areas such as finance, human resources, procurement, marketing support and information technology.

Chevron is accepting online applications for the Retail Technology Support Specialist - Direct Hire Contractor position through January 31, 2022 at 11:59 p.m. PH Time.

***Note that this is for 1 year contract employment only

Project description:

The 2020 Chevron Outdoor EMV Managed Upgrade Program is designed to provide specific project management support for Chevron- and Texaco-branded retail locations, including vendor help with site surveys and Point-of-Sale (POS) software and dispenser upgrades for Outdoor EMV . This dedicated team is available to retailers and marketers that sign up for assistance to enable EMV transaction processing at their stations and the stations they supply. Chevron’s Outdoor EMV Deployment Support Team (Support Team) will help sites prepare for the fraud liability shift and minimize downtime at stations during upgrades.

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Responsibilities for this position may include but are not limited to:

• Provides customer service, manages calls and performs problem resolution for all Company Operated, Retailer-Owned and Marketer stations throughout the United States

• Supports and resolves COCO/CORO stores’ Point-Of-Sales (POS) and forecourt systems issues related to hardware, software, and programming.

• Assists station personnel with basic POS, POS peripherals (such as printers, card terminals, scanners) and pump dispenser issues.

• Ensures resolution of the site’s reported issues and escalates when needed.

• Initiates service dispatches by engaging vendors of POS terminals, network devices, dispensers and its card terminals and telephony service.

• Monitors issues, documents problems and solutions, and records all activity and communications accurately using team’s case management system.

• Guides callers (store personnel and technicians) through troubleshooting processes quickly and efficiently to minimize sales disruption and to keep service station operational at optimum.

• Provides training for procedural problems associated with terminal and dispenser functionalities.

• Resolves 90% of incoming problems through clear and effective verbal instructions on corrective action.

• Analyzes issues, establishes priorities, anticipates consequences, makes decisions, and takes actions with fine attention to details.

• Supports business’ program initiatives (such as grocery rewards loyalty)

• Interfaces with the Retail Marketing (RMC), Retail Systems and North America Retail System Support, and other Chevron groups.

• Can flex with callers’ personality and communication styles.

Required Qualifications:

• Bachelor's Degree in any field

• Proficient in the use of MS Office applications

• Good oral and written communication skills

• Strong interpersonal, organizational, and leadership skills

• Good analytical and problem-solving skills

• Can deliver effective presentations across a multi-cultural customer base

• Open to night shift and shifting work schedules, can work on weekends and holidays for 24x7 team operation

• With experience in dealing with US clients

• Call center experience is a plus

Relocation Options:

Relocation will not be considered within Chevron parameters.

International Considerations:

Selected candidate will work in the Philippines under the local payroll system and benefits.

Why join Chevron:

• Chevron is one of the world’s leading integrated energy companies and has been doing business in the Philippines for more than 100 years

• Chevron offers a competitive package and an opportunity to extend operational support for Chevron offices in five continents

• Chevron provides career development opportunities to all employees through onboarding, training and development, mentoring, volunteering opportunities and employee networking groups 

• Chevron is proudly recognized as an employer of choice, guided by a vision of diversity, inclusion and a commitment to equal employment opportunity

• Chevron operates with the highest ethical standards and place the highest priority on the safety and health of its workforce and the protection of communities and the environment

• Chevron advocates work-life balance, promotes a healthy behavior in the workplace, and offers employees access to various health and wellness programs

• Chevron supports a work-from-home arrangement during the COVID-19 pandemic, subject to operational needs

Recruitment Process and Onboarding during COVID 19 pandemic

HR initial phone screening, virtual panel interview, job offer, medical assessment, onboarding and orientation.

Chevron participates in E-Verify in certain locations as required by law.