DirecciónCarter's, Inc. is the largest branded marketer in North America of apparel exclusively for babies and young children. TheCompany owns the
Carter's
and
OshKosh B'gosh
brands, two of the most recognized brands in the marketplace. Thesebrands are sold in leading department stores, national chains, and specialty retailers domestically and internationally.
Job Description:
3-5 years of IT Help Desk experience preferred
Minimum 6 months of customer service experience required
Working knowledge of IT network component
Proficient reading and typing skills
· 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.
· 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 up to date 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– 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 administration
· Ensure end-to-end user experience and provide a single point-of-contact for the customer
· Analyze and resolve incidents and requests regarding use of application software or hardware. Log and track incidents and requests from identification through resolution.
· 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 minimal supervision
· Proactively coach agents to seek resolutions to opportunity areas and/or process adherence
Benefits:
Saving Fund
Food coupons
Life and Medical Insurance
Premium Vacation
