Retail IT Support Center - Miguel Hidalgo, México - Carter's

Carter's

Empresa verificada

Miguel Hidalgo, México

hace 2 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

QUESTIONNAIRE-6-9fa8b1dc583c e380000

6901

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 timelines

Operations, Support & Service Delivery: 80%

Meets contact center goals and service level by utilizing established service techniques
Subject Matter Expert, guide and trainer for IT Support Center personnel. Constantly analyzes incident data to help identify team training opportunities
Partner 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 environment
Develop advanced analytics and Store Support tools to optimize retail IT initiatives for increased productivity, reduced costs and a bestinclass store customer experience
Generate insights and assist in the development of the Store Support strategic roadmap
Responsible for strategic and analytical support of Store Support initiatives, including store and associate experience, along with technical support of instore technology
Provide ongoing and ad hoc analytical support to the Retail IT Senior Leadership Team
Perform quality assurance on calls and tickets as defined by management
Operates 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 resources
Keeps management uptodate of opportunities to improve tactical strategies for incident management process and procedure through assessment and extensive research
Resolve customer complaints and problems to the satisfaction of the user
First and second level technical support for all technology within the retail stores
Interface with vendor partners to achieve resolution for store facing external tickets
Ensure endtoend user experience and provide a single pointofcontact for the customer
Contact after hours and oncall support as prescribed by policy and procedure
Alert management of issues or concerns that require escalation for complete resolution or which may indicate a larger, underlying problem
Perform root cause and trend analysis on tickets and obtain advanced troubleshooting skills
Monitors and maintains call queue per standard operating procedures
Maintain and administrate team Knowledge Base create, audit and update knowledge articles with mínimal supervision
Proactively coach agents to seek resolutions to opportunity areas and/or process adherence
Complete necessary documentations to manage complaints, uses and subsequent solutions

Administrative, Legal, SOX Compliance: 10%

Adhere to and support Carter's Information Technology standards, policies, and procedures
Provision, maintain, and remove security privileges for end users in accordance with Sarbanes-Oxley and Carter's policy and procedures

knowledge, skill and ability requirements minimum compentencies required for job performance):

Demonstrate excellence with listening, verbal and written communication skills
Demonstrate strong problem solving and troubleshooting skills
Working knowledge of computer and mobile device hardware, operating systems and software
Working knowledge of IT network components
Proficient reading and typing skills
Must have the ability to abide by all of Carter's policies and procedures
Must know, understand and follow all Standard Operating Procedures
Microsoft, A+ or Cisco Certifications are a plus
Must have a sense of urgency
Ability to diagnose the cause of problems in a complex environment and to provide effective solutions quickly
Ability to work independently, adhere to work schedule and manage regular duties with mínimal supervision
Ability to navigate and multitask

prior work experience and education requirements: