Support Center Technician
L.L.Bean Inc
Escazú, San José, USA
hace 2 días

Responsibilities

  • Answer, evaluate and prioritize incoming requests for assistance from end-users experiencing problems with hardware, software and networking issues.
  • Ensure a timely resolution of incidents according to the established SLA's.
  • Provides excellent customer service for channel - telephone, voicemail, email or walk-ins.
  • Effective utilization and maintenance of a ticketing system - thorough documentation, appropriate impact, urgency, CI and Assignments Groups.
  • Help identify and analyze trends in incidents and escalate to Senior Technicians / Client Support Manager / Support Group.
  • Execute the Problem Management Process may require support of a Sr Technician.
  • Look for process improvements and work with Senior Technicians to execute them.
  • Build and maintains solid working relationships with key contacts from different departments.
  • Participate in special projects within the team and the IS organization, as assigned.
  • Remain proficient in technologies supported by the Client Support Center
  • Maintain clear, accurate and up to date information of the knowledge database.
  • Lead Alignment Team meetings with key stakeholders. Share documentation and feedback with the team.
  • Help with the training plan of new Technicians.
  • Health and Safety Requirement : Every employee is responsible for contributing to a safe and healthy workplace. Employees are expected to be active participants in health and safety by following all safety policies and procedures, reporting unsafe conditions or at-risk behaviors to leadership, and conducting work in a safe manner.

    Those in a leadership role are also expected to model safe behaviors, evaluate risk, and ensure that risks are reduced to acceptable levels.

    Education Level : 2-Year Technical Degree

    Years of Technical Experience : 1+

    English Level : C1

    Skills and Qualifications :

  • Intermediate knowledge of desktop environment, applications and various computer and network platforms.
  • Advanced English communication skills (written, spoken, listening).
  • Adapt easily to the technical level of the end user when communicating with them.
  • Good understanding of the business function which is being supported.
  • Excellent customer service skills, which can include dealing with difficult people.
  • Work well in a changing environment, high adaptability.
  • Build effective working relationships with others in local / remote locations. Good team player.
  • Continuous process improvements mindset. Bias for learning.
  • Experience with administration tools such as mobile devices, network, security and server management.
  • Proficient in Microsoft products such as Outlook, SharePoint, OneDrive.
  • Certifications such as : HDI Support Center Analyst, ITIL, CompTIA A+, MS certifications or similar are a plus.
  • If you care about the outdoors, joining L.L.Bean is a great way to feel good about what you do. Our benefits package makes a good thing even better, with programs and perks designed to support your health and financial goals.

    Plus, maintaining a healthy work-life balance and re-charging outside are all part of the plan.

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