Lead Support Technician

Gap Inc.; United States; Remote; USD 50,000 - 70,000; Full time

Job summary

A leading company in retail is seeking a technical support specialist. The role involves delivering exemplary service to employees by addressing technical issues and enhancing operational efficiency. Candidates should possess strong customer service skills, problem-solving abilities, and a commitment to continuous learning to adapt to new technologies.

Qualifications

• Strong interpersonal and customer service skills; ability to develop relationships with various levels.
• Applies advanced analytical and communication skills to communicate complex concepts simply.
• Motivated to self-manage workload and learn new technologies quickly.

Responsibilities

• Deliver best in class end user device support and resolve technical issues in a timely manner.
• Collaborate with project teams and vendors to drive solutions for productivity.
• Teach and provide technical support/onboarding to new team members.

Skills

Customer service

Analytical skills

Organizational skills

Communication

Problem-solving

Job description

About the RoleIn this role, you will work in a dynamic, high paced environment focused on ensuring that our employees' end-to-end technology needs are met quickly and efficiently by delivering service that is above and beyond our internal customer's expectations in our: headquarter, stores, regional offices, distribution centers and remote locations. With a Customer Curious mindset, your goal is to enable and unlock our employees' work productivity by providing a consistently high level of service and customer satisfaction to the business. Responsibilities include assessing, diagnosing and resolving technology issues and projects that are both routine and with complexity as a high-level technical support. Must be flexible in supporting our employees on-site and remotely.What You'll Do

• Committed to deliver best in class end user device hardware and application support across all support channels by troubleshooting and resolving our customer’s issues and technical support needs in a timely and professional fashion.

• Resolve reported problems with complexity related to hardware, operating systems, applications, security/software updates, materials handling systems, and configuration issues by addressing the root cause or implementing a work around according to standard operating procedure.

• Collaborate with technical project teams and external vendor partners to drive solutions in promoting productivity and efficiency by leveraging technical knowledge and understanding of end user and infrastructure systems.

• Make and create recommendations for new procedures to solve end user technology issues that are either routine or with complexity, which may have no existing policies or processes

• Teach and provide training/technical support/on boarding to new team members. May allocate work in learning to be a team leader.

• Collaborate with leadership team to identify, define, share, implement and manage employee experience best practices based on insight into employee feedback and expectations.

Who You Are

• Strong interpersonal and customer service skills, ability to develop and maintain good relationships with business partners and at all levels of the organization with strong customer focus and empathy skills.

• Applies advanced abilities in analytical, organizational, oral and written communication skills. Able to communicate difficult concepts in a simple manner. Present problem analysis and recommended solutions in a creative and logical manner

• Understands methods and applies them to projects/problems of moderate scope. Resolves most technical issues without escalation

• Motivated to self manage own workload and to learn and apply new technologies quickly and analyze problems effectively.

• Highly committed to take personal accountability to meet and drive key performance metrics against our Employee Enablement standards.