Help Desk Agent

Phillips 66 & YOU - Together we can fuel the future

The Help Desk Agent will provide professional and courteous customer service to Phillips 66 Marketers and Dealers in regard to their Network connectivity and credit card acceptance, Fuel Allocations and Supply Management, and Extranet Support. The Help Desk Agent position requires 24/7 availability, and the ability to provide customers with timely, accurate and efficient technical support.

Responsibilities May Include:

• Responding to customer inquiries via phone, IM, online networks, and/or email, troubleshooting and resolving issues with credit card processing.
• Troubleshooting and Point-Of-Sale hardware, software and/or network connectivity issues.
• Facilitating customer supply requests based on guidelines developed by Customer Supply Management (CSM).
• Supporting consumers and Marketer/Dealer through retrieval requests and chargeback inquiries in Credit Card Settlement System.
• Supporting Marketer/Dealer inquiries concerning credit card batch totals and reconciliation.
• Maintain appropriate paperwork and records and required to meet established job performance targets which include customer service, productivity and quality standards.
• Maintain technical proficiency in all software, hardware and web-based software and platforms assigned and applicable to the role.
• Supporting Marketer/Dealer requests regarding Phillips 66 extranet sites (Gateway / Lubestream).

Required Qualifications:

• Legally authorized to work in the job posting country
• High School Diploma or GED equivalent
• Willing and able to be available for any current shift, including overnight (8pm to 8am), evenings, weekends, and holidays

Preferred Qualifications:

• Marketing business insight
• Familiarity with EPOS equipment
• Demonstrated ability to effectively work within a team environment
• 1 or more years of Information Systems Help Desk / Support experience
• Knowledge of communication devices/methods such as Broadband, VSAT, and DSL
• Access to and knowledge of downstream systems which interface with the Credit Card System
• Intermediate knowledge of all Microsoft Office software applications
• Intermediate knowledge of computer, DSL and VSAT hardware
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Ability to learn other software and web-based applications per the requirements of this role
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, and computer products
• Ability to write professional reports, business correspondence and procedure manuals
• Ability to effectively present detailed information and respond to questions from groups of managers, clients, and/or customers

At the Phillips 66 Bartlesville Business Operations & Innovation Center, employees from multiple business disciplines deliver critical support and solutions that enable strong operating excellence and growth opportunities for the company worldwide. Located 40 miles north of the urban city of Tulsa, Bartlesville offers the warmth of a close-knit community with the amenities of a much larger city. Home to 35,000, Bartlesville is a vibrant city rich in history, culture and resources that come from a town built around the energy industry. Recognized as one of the top 25 livable cities in the U.S., it’s easy to see citizens take pride in their community. Bartlesville boasts an affordable cost of living with lovely neighborhoods, a thriving downtown, arts and theater, parks and an extensive trail network. Also vital to the community, is the Bartlesville Public School District (BPSD). Among the state's 32 largest school districts, the BPSD is an award-winning leader in STEM education K-12, and the high school is ranked among the best in the state by U.S. News & World Report.

Total Rewards

At Phillips 66, providing access to high quality programs and care for you and your family is important to us. Maintaining a culture of well-being — physical, emotional, social, and financial — is essential for a high-performing organization. When we are at our best, we are poised to deliver exceptional results — personally and professionally. Benefits for certain eligible, full-time employees include:

• Annual Variable Cash Incentive Program (VCIP) bonus
• 8% 401k company match
• Cash Balance Account pension
• Medical, Dental, and Vision benefits with an annual company contribution to a Health Savings Account for employees on HDHP
• Total well-being programs and incentives, including Employee Assistance Plan, well-being reimbursement, and backup family care services

Learn more about Phillips 66 Total Rewards.

Phillips 66 has more than 140 years of experience in providing the energy that enables people to dream bigger and go farther, faster. We are committed to improving lives, and that is our promise to our employees and our communities. We are sustained by the backgrounds and experiences of our diverse teams, which reflect who we are, the environment we create and how we work together. We have been recognized by the Human Rights Campaign, U.S. Department of Labor and the Military Times for our continued commitment to inclusive practices and policies in the hiring and retention of those in the LGBTQ+ community and military veterans. Our company is built on values of safety, honor and commitment. We call our cultural mindset Our Energy in Action, which we define through four simple, intuitive behaviors: We work for the greater good, create an environment of trust, seek different perspectives and achieve excellence.

Learn more about Phillips 66 and how we are working to meet the world's energy needs today and tomorrow, by visiting phillips66.com. 

To be considered

In order to be considered for this position you must complete the entire application process, which includes answering all prescreening questions and providing your eSignature on or before the requisition closing date of 02/01/2025.

Candidates for regular U.S. positions must be a U.S. citizen or national, or an alien admitted as permanent resident, refugee, asylee or temporary resident under 8 U.S.C. 1160(a) or 1255(a)(1).  Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.