Carters/OshKosh IT Support Center Agent in Atlanta, Georgia

IT Support Center Agent

Atlanta, GA

Date Updated: November 30, 2018

Job Level: Entry Level(less than 2 years)

Job Type: Full-Time/Regular

Years of Experience: Up to 2 Years

Travel: Not Specified

Level of Education: High School/GED

Position ID: 85329-277914

Job Description

Carter's, Inc. is the largest branded marketer in North America of apparel exclusively for babies and young children. The Company owns the Carter's and OshKosh B'gosh brands, two of the most recognized brands in the marketplace. These brands are sold in leading department stores, national chains, and specialty retailers domestically and internationally. They are also sold through more than 1,000 Company-operated stores in the United States, Canada, and Mexico and online at www.carters.com , www.oshkoshbgosh.com , and www.cartersoshkosh.ca . The Company's Just One You and Genuine Kids brands are available at Target, its Child of Mine brand is available at Walmart, and its Simple Joys brand is available on Amazon. The Company also owns Skip Hop , a global lifestyle brand for families with young children. Carter's is headquartered in Atlanta, Georgia. Additional information may be found at www.carters.com .

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, Carters 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 Carters Information Technology standards, policies, and procedures
  • Provision, maintain, and remove security privileges for end users in accordance with Sarbanes-Oxley and Carters policy and procedures
Experience and Skills
  • High School diploma
  • 1 - 2 years of IT Support Center experience preferred
  • Customer Service training preferred
  • Able to receive, work, and respond to ticket inquiries via phone, chat and email channels as determined by Carters
  • Demonstrates ability and desire to learn Carters 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 an information technology issue

Carters is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, veteran status, or any other status protected by federal, state, or local law.

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