Retail It Support Center - Coordinator (Mexico)

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.

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 best-in-class 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 in-store 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 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
• Interface with vendor partners to achieve resolution for store facing external tickets
• 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. Follow up with required support staff involved in resolution to ensure incidents are resolved, requests are filled, and the end user communication is complete.
• Constantly increase internal knowledge of applications and systems which will increase First Call Resolution rate for the IT Support Center by leveraging knowledge base, Carter’s University, or other training
• Contact after hours and on-call 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
• Monitors and maintains shared email box
• 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
• 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 minimal supervision
• Ability to navigate and multi-task

prior work experience and education requirements

• 3-5 years of IT Help Desk experience preferred
• Minimum 6 months of customer service experience required
• Minimum 1 year of IT Help Desk experience required
• Technical Diploma preferred
• High school diploma or GED required

PHYSICAL and Work DEMANDS

• Ability to work in a highly structured environment
• Ability to work in a competitive performance driven environment
• Ability to handle repetitiveness of contacts from customers
• Holiday schedule to be decided by management
• Comply with blackout periods as determined by management
• Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, long periods working at a computer
• There will be shift work involved

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