Lead Support Technician

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

Job summary

A leading retail company is looking for a support specialist to provide exceptional end-user device and application support. The ideal candidate will be skilled in customer service and have strong analytical and problem-solving abilities. You will work to resolve complex technical issues and collaborate with various teams to drive improvements in employee experience. This role requires flexibility to assist employees both on-site and remotely.

Qualifications

• Strong interpersonal skills to build and maintain relationships.
• Ability to present complex concepts simply.
• Understands methods for moderate projects.
• Able to self-manage workload and learn new technologies.

Responsibilities

• Provide end-user device hardware and application support.
• Resolve complex issues related to hardware and software.
• Collaborate with technical teams to drive solutions.
• Teach and support new team members.
• Implement employee experience best practices.

Skills

Interpersonal skills

Customer service

Analytical skills

Organizational skills

Communication skills

Problem-solving skills

Self-management

Job description

About the Role

In 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. 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.