Description
POSITION TITLE: Technical Specialist
REPORT TO: Manager
OVERVIEW:
In this role, you will provide Level 1 technology support to our VS&Co, Home office associates and Retail Stores through various channels such as phone, email, web portal, and voicemail.
The Service Desk runs 24*7, throughout the year.
As a Technical Specialist, you will join a team responsible for providing break-fix support and timely resolution.
RESPONSIBILITIES:
- You will be responsible for answering all incoming contacts from the Home Office and Stores.
Ø Create, Document, and Categorize incidents appropriately
Ø Effectively troubleshoot to resolve the incidents
Ø Escalate incidents and assign them to the next level of support, as needed
- Meet or exceed Service Level agreements, Objectives & Goals and ensure Process Compliance.
- Proficiency in resolving issues related to Windows, MAC, and Point of Sale devices.
- Identify potential issues and report appropriately to avoid future escalation.
- To be responsible for updating and seeking resolution for unresolved interactions.
- Initiate service calls with vendors and provide follow-up with appropriate groups.
- Provide feedback to build the knowledge base and continue to remain educated through internal training, process, and technology updates.
- Utilize supplied tools to manage personal schedules and adhere to time and attendance guidelines.
- Utilize Individual scorecards for self-evaluations.
- Exhibit a flexible approach to working on a rotational basis and provide necessary cover where needed.
- Ability to collaborate well with internal and external workgroups.
- Focus on goals to maintain high-quality of service, enable success, and win at holiday.
VS&Co provides a range of compensation for this role as shown. Your actual salary will be determined by a number of factors, including: your specific skills and experience, geographic region, or other relevant factors.
Qualifications
Attributes
Essential Requirements
Desirable Requirements
Education/Qualification
High School Diploma, GED (US Only)
Any Graduation with fluency in English (India)
Some college course work or relevant coursework toward technical certification (CompTIA A+, Network+)
Experience/Knowledge
Earlier experience of working in an IT/Customer support role.
Demonstrable experience of Microsoft Windows and MAC client operating systems as well as various software packages including Microsoft Office.
Excellent IT skills and computer literacy.
Working experience with at least one of the Service Management tools
2-5 years of experience in the current role (India)
Minimum 6 month (US only location)
Experience of the following:
- VMWare Virtual Desktop Infrastructure (VDI)
- Office 365
- Active Directory and Remote support tools
- Working knowledge of Store technology and equipment (Point of Sale, Store Network, Store Telecom)
Personal Requirements
Ability to communicate effectively with a wide variety of people in a professional manner, either face to face, on the telephone and in writing.
Ability to demonstrate practical troubleshooting and problem analysis techniques.
Good attention to detail and ability to show initiative.
Ability to prioritize, manage and perform under pressure to meet SLA’s.
Excellent knowledge of Customer Service best practices.
Stable internet connectivity to be able to work remotely, as needed.
A quiet workspace when working away from the office.
