IT 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%

• Address any and all customer service issues promptly
• Adhere to all productivity standards as communicated each week
• Address 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 responsibility
• Create 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 attitude
• Perform root cause analysis on tickets and obtain advanced troubleshooting skills
• Communicate accurate and timely information through Service Interruption Notification process and other notification processes as required
• Ensure end-to-end user experience and provide a single point-of-contact for the customer
• Analyze 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 bases
• Constantly 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 associates
• Contact after hours and on-call support as prescribed by policy and procedure
• Monitor 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 procedures

Administrative, Legal, SOX Compliance: 10%      

• Adhere to and support Carter’s Information Technology standards, policies, and procedures
• Provision, maintain, and remove security privileges for end users in accordance with Sarbanes-Oxley and Carter’s policy and procedures

SUPERVISORY / BUDGETARY / EXTERNAL COMMUNICATION RESPONSIBILITY

secondary 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’s
• Demonstrates ability and desire to learn Carter’s applications, technology, and terminology
• Demonstrated ability to learn customer support processes and techniques
• Strong analytical skills
• Possesses ability to methodically solve technical problems utilizing standard troubleshooting techniques
• Competency in MS Office Suite
• Customer service orientation and/or prior customer service training
• Must be willing to work a flexible work schedule and additional work hours to accomplish necessary work or for remediation of an information technology issue
• Ability to adhere to timely and regular attendance expectations in order to meet the needs of customers and all productivity standards
• Remediation of information technology issues

prior work experience and educational requirements

•  Bachelor’s degree preferred
• 1 - 2 years of IT Support Center experience preferred
• Customer Service training preferred

PHYSICAL DEMANDS

• This role will primarily work from home