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*:
- high school diploma
- 1 - 2 years of it support center experience preferred
- french and english proficiency
- customer service training preferred
*physical demands*:
- this role will primarily work from home