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Associate, Technical Support (Winder, GA)

Chico's FAS

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Winder, GA
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Job Description

As posted by the hiring company

Job Overview:


Position Objective

This position is responsible for fielding calls from all Chico’s FAS 1500+ retail stores via telephone and self-service work orders to troubleshoot POS, Kiosk, networking, and phones, and mobile devices. This associate should have superior customer service skills and thrive in a fast-paced environment. This position also provides support and Most Amazing Personal Service (MAPS) to stores via inbound and outbound calls regarding procedural questions.


Functional Responsibilities

  • Demonstrates and upholds company Values and Guiding Principles.
  • Accepts support calls and self-service tickets from stores, providing Tier 1 and Tier 2 support and troubleshooting for all technology hardware and software utilized for our retail locations. Some examples of this technology is: computer hardware, software, peripherals, phones, network.
  • Works Self Service tickets from SSC Queue during low volume times and between inbound calls.
  • Strives for first call first call resolution on every call to meet team KPI standards.
  • Completes quality work orders timely and efficiently to provide the best support for our retail locations.
  • As needed escalates issues based on priority and escalation procedures.
  • Upholds company policy and procedures.
  • Attends and actively participates in team and departmental meetings.

Education

  • High School Diploma/GED Required
  • Degree in Computer Science preferred

Required Qualifications

  • Experience in the Information Technology field supporting inbound customer requests over the phone. (Password resets, account troubleshooting, Point of Sale troubleshooting, network troubleshooting)
  • Technology oriented with the ability to become proficient in troubleshooting hardware and software issues
  • Strong problem solving skills.
  • Working computer proficiency in Google Business products
  • Ability to work flex schedule to meet business needs, including nights and weekends.
  • Excellent detail orientation
  • Capability to multi-task efficiency and adapt to changing conditions in a fast paced business environment.
  • Strong interpersonal skills with the ability to communicate effectively
  • A passion for IT!

Desirable Qualifications:

  • Previous experience utilizing ticketing system (Zendesk a plus)
  • A+ Certification
  • 1 plus years of POS help desk experience
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