IT Support Specialist
hace 1 mes
Career Highlights
Estimated Salary: $55,000 - $70,000 per annum
We are seeking an IT Support Specialist to join our team at Carters Brands, S.A. de C.V.
About Us
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.
Your Role
You will be responsible for delivering exceptional customer service and technical support to our customers through various communication channels.
Key Responsibilities
- Maintain working knowledge of IT project initiatives to ensure readiness for supporting project rollout timelines.
- Address customer service issues promptly and adhere to all productivity standards as communicated each week.
- Resolve 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 your ability or responsibility.
- Create a positive customer support experience and build strong relationships through deep problem understanding, timely resolution or escalation, and communicating promptly on progress.
- Analyze and resolve incidents and requests regarding use of application software or hardware; log and track incidents and requests from identification through resolution.
- Document resolutions and updates self-help and staff knowledge bases.
- Constantly increase internal knowledge of current applications and systems to increase FCR rate for the IT Support Center by leveraging the knowledge base, Carter's University, or other training offered to IT Support Center associates.
- Contact after hours and on-call support as prescribed by policy and procedure.
Requirements
- High School diploma.
- 1 – 2 years of IT Support Center experience preferred.
- French and English Proficiency.
- Customer Service training preferred.
Work Environment
This role will primarily work from home.
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