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Retail It Support Center - Xico, México - Carter'S Inc.
Descripción
QUESTIONNAIRE-6-9fa8b1dc583c e3800006901
Serving the needs of all families with young children,Carter's Inc.
is the largest North American apparel retailer exclusively for babies and young children, encompassing Carter's, OshKosh B'gosh, Skip*Hop and Little Planet brands.
Meaningful work, constant learning, genuine people, and a community guided by core values that promote inclusion and innovation is in everything we do.
There are many reasons to build your career at Carter's.Position overview As a part of the Store Support team, you will be responsible for delivering support to the users in our stores.
The objective is to record and resolve incidents in our ticketing system. Unresolved issues will be escalated to next level support teams after investigation. You must maintain a respectful and positive tone with our users at all times. Essential Job functions (Tasks, duties and responsibilities most important for the Job)Project & Initiative Delivery: 10% Maintain working knowledge of IT project initiatives to ensure IT Support Center readiness for supporting project rollout timelinesOperations, Support &
Service Delivery: 80% Meets contact center goals and service level by utilizing established service techniquesSubject Matter Expert, guide and trainer for IT Support Center personnel.
Constantly analyzes incident data to help identify team training opportunitiesPartner with Store Operations, IT and various department to collect data and develop standardized reporting to provide comprehensive visibility into performance and health of the store IT environmentDevelop advanced analytics and Store Support tools to optimize retail IT initiatives for increased productivity, reduced costs and a best-in-class store customer experienceGenerate insights and assist in the development of the Store Support strategic roadmapResponsible for strategic and analytical support of Store Support initiatives, including store and associate experience, along with technical support of in-store technologyProvide ongoing and ad hoc analytical support to the Retail IT Senior Leadership TeamPerform quality assurance on calls and tickets as defined by managementOperates as key escalation point when additional support is needed for complex problem resolution and advanced root cause analysis techniques.
Communicates with and delegates work to appropriate personnel to ensure efficient use of proper tools and resourcesKeeps management up-to-date of opportunities to improve tactical strategies for incident management process and procedure through assessment and extensive researchResolve customer complaints and problems to the satisfaction of the userFirst and second level technical support for all technology within the retail stores- POS hardware and software, Handheld mobile device hardware and software, Retail Laptops, Network devices, VOIP Phones, Printers, Incidents related to in-house applications, Incidents related for O365, Citrix and other applications, User account administrationInterface with vendor partners to achieve resolution for store facing external ticketsEnsure end-to-end user experience and provide a single point-of-contact for the customerAnalyze and resolve incidents and requests regarding use of application software or hardware.
Log and track incidents and requests from identification through resolution.Follow up with required support staff involved in resolution to ensure incidents are resolved, requests are filled, and the end user communication is complete.
Constantly increase internal knowledge of applications and systems which will increase First Call Resolution rate for the IT Support Center by leveraging knowledge base, Carter's University, or other trainingContact after hours and on-call support as prescribed by policy and procedureAlert management of issues or concerns that require escalation for complete resolution or which may indicate a larger, underlying problemPerform root cause and trend analysis on tickets and obtain advanced troubleshooting skillsMonitors and maintains call queue per standard operating proceduresMonitors and maintains shared email boxMaintain and administrate team Knowledge Base - create, audit and update knowledge articles with minimal supervisionProactively coach agents to seek resolutions to opportunity areas and/or process adherenceComplete necessary documentations to manage complaints, uses and subsequent solutionsAdministrative, Legal, SOX Compliance: 10% Adhere to and support Carter's Information Technology standards, policies, and proceduresProvision, maintain, and remove security privileges for end users in accordance with Sarbanes-Oxley and Carter's policy and proceduresknowledge, skill and ability requirements minimum compentencies required for job performance)Demonstrate excellence with listening, verbal and written communication skillsDemonstrate strong problem solving and troubleshooting skillsWorking knowledge of computer and mobile device hardware, operating systems and softwareWorking knowledge of IT network componentsProficient reading and typing skillsMust have the ability to abide by all of Carter's policies and proceduresMust know, understand and follow all Standard Operating ProceduresMicrosoft, A+ or Cisco Certifications are a plusMust have a sense of urgencyAbility to diagnose the cause of problems in a complex environment and to provide effective solutions quicklyAbility to work independently, adhere to work schedule and manage regular duties with minimal supervisionAbility to navigate and multi-taskprior work experience and education requirements3-5 years of IT Help Desk experience preferredMinimum 6 months of customer service experience requiredMinimum 1 year of IT Help Desk experience requiredTechnical Diploma preferredHigh school diploma or GED requiredPHYSICAL and Work DEMANDSAbility to work in a highly structured environmentAbility to work in a competitive performance driven environmentAbility to handle repetitiveness of contacts from customersHoliday schedule to be decided by managementComply with blackout periods as determined by managementFrequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, long periods working at a computerThere will be shift work involved#J-18808-Ljbffr
