Agent, Bilingual IT Store Support Center

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.

Project & Initiative Delivery: 10%Maintain working knowledge of IT project initiatives to ensure IT Support Center readiness for supporting project rollout timelinesOperations, Support & Service Delivery: 80%Address any and all customer service issues promptlyAdhere to all productivity standards as communicated each weekAddress and resolves basic incidents and requests; log all incidents and requests; engage other service desk resources or appropriate Information Technology resources to resolve incidents that are beyond the scope of their ability or responsibilityCreate a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitudePerform root cause analysis on tickets and obtain advanced troubleshooting skillsCommunicate accurate and timely information through Service Interruption Notification process and other notification processes as requiredEnsure end-to-end user experience and provide a single point-of-contact for the customerAnalyze 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. Document resolutions and updates self-help and staff knowledge basesConstantly increase internal knowledge of current applications and systems which will increase FCR(First Call Resolution) rate for the IT Support Center by leveraging through knowledge base, Carter’s University, or other training offered to IT Support Center associatesContact after hours and on-call support as prescribed by policy and procedureMonitor and take appropriate action on operational alerts/tasks that are received via email or visual media and are addressed in a timely and thorough manner in accordance with established processes that are documented in standard operating proceduresAdministrative, Legal, SOX Compliance: 10% Adhere to and support Carter’s Information Technology standards, policies, and proceduresProvision, maintain, and remove security privileges for end users in accordance with Sarbanes-Oxley and Carter’s policy and proceduresSUPERVISORY / BUDGETARY / EXTERNAL COMMUNICATION RESPONSIBILITYSecondary functions (IF APPLICABLE - ANY DUTIES NOT CONSIDERED ESSENTIAL) knowledge, skill and ability requirements (minimum competencies required for job performance)Able to receive, work, and respond to ticket inquiries via phone, chat and email channels as determined by Carter’sDemonstrates ability and desire to learn Carter’s applications, technology, and terminologyDemonstrated ability to learn customer support processes and techniquesStrong analytical skillsPossesses ability to methodically solve technical problems utilizing standard troubleshooting techniquesCompetency in MS Office SuiteCustomer service orientation and/or prior customer service trainingMust be willing to work a flexible work schedule and additional work hours to accomplish necessary work or for remediation of an information technology issueAbility to adhere to timely and regular attendance expectations in order to meet the needs of customers and all productivity standardsRemediation of information technology issuesprior work experience and educational requirementsHigh School diploma1 – 2 years of IT Support Center experience preferredFrench and English ProficiencyCustomer Service training preferredPHYSICAL DEMANDSThis role will primarily work from home