IT Sr. Support Center Agent (Mexico-RM)

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 timelines

Operations, Support & Service Delivery: 80%

• Serves as the Subject Matter Expert for multiple technical platforms within the scope of the IT Support Center
• Mentors and trains IT Support Center personnel; Constantly analyze incident data to identify IT Support Center training opportunities and efficiencies
• Collaborates with other senior agents to ensure proper shift turnover
• Monitors call queue to ensure IT Support Center readiness in order to reduce customer wait time and eliminate abandoned calls
• Operates as key escalation point for complex problem resolution and advanced root cause analysis
• Communicates with appropriate IT personnel to ensure quick, efficient use of proper resources
• Keeps IT Support Center Management abreast of opportunities to improve tactical strategies for incident management processes and procedures through assessment and extensive research
• Logs and tracks incidents and requests from identification through resolution. Follows up with required support staff involved in resolution to ensure incidents are resolved, requests are filled, and the end user communication is complete. Documents resolutions and updates self-help and staff knowledge bases
• Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate Information Technology resources to resolve incidents that are beyond the scope of their ability or responsibility
• Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude
• Communicate accurate and timely information through the Service Interruption Notification process and other notification processes as required
• Constantly increases 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 associates
• Contacts after hours and on-call support as prescribed by policy and procedure
• Monitors and takes appropriate action on operational alerts/tasks that are received via email or visual media and are addressed in a timely and thorough manner

Performs other duties, responsibilities, and project efforts as assigned by management

Administrative, Legal, SOX Compliance: 10%      

• Adheres to and supports Carter’s Information Technology standards, policies, and procedures
• Provisions, maintains, and removes security privileges for end users in accordance with Sarbanes-Oxley and Carter’s policy and procedures

SUPERVISORY / BUDGETARY / EXTERNAL COMMUNICATION RESPONSIBILITY

N/A

secondary functions (IF APPLICABLE - ANY DUTIES NOT CONSIDERED ESSENTIAL)

N/A

knowledge, skill and ability requirements (minimum competencies required)

• Basic knowledge of TCP/IP Networking and network troubleshooting skills
• Basic knowledge of Windows 10, Microsoft Server 2012 & 2016, to include Active Directory tools and Mac OS preferred.
• Basic knowledge of troubleshooting computer hardware, software, and wireless network, and mobile devices
• Demonstrates ability to learn Carter’s applications, technology, and terminology
• Demonstrated ability to learn customer support processes and techniques
• Strong analytical skills
• Strong written and verbal communication
• Possesses advanced ability to methodically solve technical problems utilizing standard troubleshooting techniques
• Competency in MS O365.

• Ability to adhere to timely and regular attendance expectations in order to meet the needs of customers and all productivity standards
• You may be required to take courses as deemed appropriate

prior work experience and educational requirements

• Bachelor’s degree
• 3 - 5 years in 24x7 IT Support Center role preferred
• Customer Service training preferred
• Certifications (A+, HDI, Network+, etc.) are preferred
• Must be willing to work a flexible work schedule

PHYSICAL DEMANDS

• This reports to the Buckhead Office.