Technical Specialist
Marque: Victoria's Secret
Emplacement: Bangalore, Karnataka, IN
Domaines d’emploi: Information Technology
Type d’emploi: Full-time
Job ID: 04HNQ
POSITION TITLE: Technology Support Specialist
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 Technology Support Specialist, you will join a team responsible for providing break fix support and timely resolution. It is critical that we cultivate a supportive and inclusive work environment to strengthen our workforce and better reflect overall service to our customers. We are committed to retaining associates, attracting diverse talent, empowering the growth and advancement of all our associates.
RESPONSIBILITIES:
-
You will be responsible for answering all incoming contacts from the Home Office and Stores.
-
Create, Document, and Categorize incidents appropriately
-
Effectively troubleshoot to resolve the incidents
-
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 Service Desk interactions.
-
Initiate service calls with vendors and provide follow-up with appropriate groups.
-
Provide feedback to build the knowledgebase 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 weekly, monthly, and quarterly self-reviews.
-
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.
-
Train and mentor cross functional partners when possible.
-
To participate in the Annual Performance Development Review Process.
-
Participate and support Associate Opinion Survey initiatives.
-
Look at opportunities to improve internal processes and ensure we add value to the support we provide while being passionate about our customers.
-
To Foster a culture of curiosity and drive Innovation within the team.
-
Focus on goals to maintain high-quality of service, enable success, and win at holiday.
Skills
| 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. Minimum 6 month (US only location) | Experience of the following: VMWare Virtual Desktop Infrastructure (VDI) Office 365 Retail Industry – Domain Knowledge preferred
|
| 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. | Stable internet connectivity to be able to work remotely, as needed. A quiet workspace when working away from the office. |
