Technical Support Representative
3 weeks ago
At David's Bridal, we empower our customers and our employees to stay true to their dreams and find the one, whether that means the wedding dress that matches her personal style-or the career that's a perfect fit. We're looking for leaders with diverse backgrounds and fresh ideas to help create a uniquely personal retail experience.
Join a company that dominates the products in their category - 1 out of 3 being sold by them and taking care of them with one of the highest customer service scores in retail
We Make Dreams Happen
The Technical Support Representative will provide Tier 1 technical support via telephone, email and web chat for various technologies including PCs, mobile devices, peripherals, telephony, software applications and network infrastructure. The Technical Support Representative will answer calls, enter tickets, triage and categorize issues, perform basic troubleshooting and escalate issues to more senior team members when needed.
Essential Functions:
• Function as the first point of contact for users and provide Tier 1 support and service via telephone, email, and web chat for Incidents, Service Requests, and inquires related to various technologies including PCs, mobile devices, peripherals, telephony, software applications and network infrastructure.
• Efficiently and accurately log, prioritize, and categorize all Incidents and Service Requests from all channels into the ITSM system, including those submitted by end users via the self-service portal and/or email and, if necessary, perform callbacks to get clarifications or to work on resolution.
• Provide first-line investigation and diagnosis of all incidents by performing basic hardware and application troubleshooting and utilizing the IT Service Desk Knowledge articles and other resources to find a solution. Assign unresolved Incidents and Service Requests to the appropriate Tier 2 Support Group if unable to achieve first-call resolution in a timely manner.
• Escalate Major Incidents immediately to the Incident and/or Problem Manager. Document Incident and Service Request descriptions and resolutions clearly and flag any resolutions for review that may be candidates for Knowledge articles.
• Associate Incidents and Service Requests with other ITSM records (i.e. Changes, Problems, Knowledge articles, Known Errors, etc.) when appropriate. Keep users informed about their Incident and Service Request status at agreed intervals, verify resolution with users, and close Incidents and Service Requests in the ITSM system.
• Follow all IT Service Desk processes and procedures by which Incidents, Service Requests, and inquiries are received, categorized, prioritized, escalated, and resolved.
• Provide excellent customer service to the IT Service Desk customers.
• Other duties as assigned.
Education:
• High School Diploma or GED is required.
Work Experience:
• Related work experience will also be considered.
Skills and Abilities:
• Basic knowledge of PC and mobile hardware, telephone, software applications and peripherals.
• Working knowledge of PC networking is preferred, but not required.
• Strong written and verbal communication skills required.
• Good interpersonal skills and strong customer service orientation.
• Ability to analyze and problem solve.
• Flexibility to temporarily change work schedule on short notice to cover unplanned absences of other team members and/or unexpected fluctuations in call volumes.
Now that we've popped the question, please say "I do".
Full Time Opportunity - A comprehensive benefits package is available.
- Rewarding Environment and Competitive Pay
- Generous Team Member Discount After First Pay Period
- Dayforce Wallet - Get Paid Early
- Health/Dental/Vision Insurance
- 401K Program
- Paid Vacation, Sick Days & Holidays
- Pet Benefits
Our mission at David's Bridal is to embrace the ideas of Diversity, Equity, and Inclusion. It is our goal to build a workforce that is as representative as the customers we serve. We vow to create a culture where all forms of diversity are celebrated and seen as valuable.
Disclaimer The preceding job description has been designed to highlight the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive description of all duties, responsibilities and qualifications required of employees assigned to this job. Actual duties and responsibilities will vary.
Other details
- Job Family Information Technology
- Job Function Support IT
- Pay Type Hourly
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