Sr. Associate, Technical Support (Winder, GA or Ft. Myers, FL) - 11215 Metro Pkwy

Recruiter
Chico's
Location
Fort Myers, Florida, United States
Posted
14 May 2022
Closes
16 Jun 2022
Ref
9157
Function
Marketing
With approximately 1,300 boutiques and outlets throughout the U.S., as well as an online presence for each of our brands, it takes sophisticated technology, resources and infrastructure to ensure the continued success of our businesses. From finance and accounting to technology and merchandising careers, we have diverse opportunities available for talented professionals to join our team of nearly 16,000 associates who share our commitment to excellence.

POSITION OBJECTIVE:

This position is responsible for fielding calls from all Chico's FAS retail stores via telephone and self-service work orders to troubleshoot POS, Kiosk, networking, phones and mobile devices. This associate should have superior Information Technology knowledge and troubleshooting skills and thrive in a fast-paced environment. This position also provides support and Most Amazing Personal Service (MAPS) to stores via inbound and outbound calls regarding procedural questions. This position provides peer support though training, communication, mentoring and collaborates in team meetings.

FUNCTIONAL RESPONSIBILITIES:

•Demonstrates and upholds company policy and procedures.

•Accepts support calls and self-service tickets from stores, providing Tier 1 and Tier 2 support and troubleshooting for all technology hardware and software utilized for our retail locations.

•Works Self Service tickets from SSC Queue during low volume times and between inbound calls.

•Strives for first call resolution on every call to meet team KPI standard.

•Completes quality and work orders timely and efficiently to provide support for our retail locations.

•As needed escalates issues based on priority and escalation procedures.

•Acts as 1st level of escalation for Associates in the SSC.

•Completes scheduled satellite and primary register installations.

•Assists peers with basic functional troubleshooting of hardware, software, and network connectivity issues from stores.

•Provides and supports on-going learning/training support to Associates and other Senior Associates.

•Attends and actively participates in meetings with cross functional teams and business partners.

•High General knowledge in all hardware and software utilized in our retail stores including but not limited to operational applications available via back office system, (scheduling, applicant tracking system, ADP supported applications, etc.)

•Participates in special projects as needed.

QUALIFICATIONS:

•High School Diploma/G.E.D. required; Degree in Computer Science or equivalent work experience preferred

•1+ year experience of Help Desk experience, or 2+ years of proven experience troubleshooting hardware and software.

•At least 6 months in the Store Support Center Associate Role.

•Technology oriented with the ability to trouble shoot hardware and software issues.

•Strong problem-solving skills.

•Ability to work flex schedule to meet business needs, including nights and weekends.

•Capability to multi-task efficiency and adapt to changing conditions in a fast-paced business environment.

•Strong computer proficiency in Microsoft Office products as well as internal systems such as Bomgar, Zendesk and CHARM.

•Excellent detail orientation, with the ability to accurately complete documentation.

•Ability to work in a team environment and, manage regular duties with minimal supervision

•Strong written and interpersonal skills with the ability to communicate effectively at all levels of the organization.

•Proven track record of customer focused activity and consistently providing MAPS.

•A+ Certification a plus

•2 plus years of POS help desk experience preferred

•Ability to mentor and coach peers and build strong relationships with team

Chico's FAS, Inc. is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, childbirth and related medical conditions, lactation, genetic information, gender, sexual orientation, gender identity or expression, military service, veteran status, or any other category protected under federal, state, or local law.

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