IT Support Center Agent
hace 1 día
QUESTIONNAIRE-6-9fa8b1dc583c0126376614445e380000
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.
**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%**
- Address any and all customer service issues promptly
- Adhere to all productivity standards as communicated each week
- Address and resolves basic incidents and requests; log all incidents and requests; engage other service desk resources or appropriate Information Technology resources to resolve incidents that are beyond the scope of their ability or responsibility
- Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude
- Perform root cause analysis on tickets and obtain advanced troubleshooting skills
- Communicate accurate and timely information through Service Interruption Notification process and other notification processes as required
- Ensure end-to-end user experience and provide a single point-of-contact for the customer
- Contact after hours and on-call support as prescribed by policy and procedure
**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
**SUPERVISORY / BUDGETARY / EXTERNAL COMMUNICATION RESPONSIBILITY**:
**secondary functions (IF APPLICABLE - ANY DUTIES NOT CONSIDERED ESSENTIAL)**:
**knowledge, skill and ability requirements (minimum competencies required for job performance)**:
- Demonstrated ability to learn customer support processes and techniques
- Strong analytical skills
- Possesses ability to methodically solve technical problems utilizing standard troubleshooting techniques
- Competency in MS Office Suite
- Customer service orientation and/or prior customer service training
- Must be willing to work a flexible work schedule and additional work hours to accomplish necessary work or for remediation of an information technology issue
- Ability to adhere to timely and regular attendance expectations in order to meet the needs of customers and all productivity standards
- Remediation of information technology issues
**prior work experience and educational requirements**:
- Bachelor’s degree preferred
- 1 - 2 years of IT Support Center experience preferred
- Customer Service training preferred
**PHYSICAL DEMANDS**:
- This role will primarily work from home
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