Support Technician

Gap Inc.; United States; Hybrid; USD 55,000 - 75,000; Full time

Job summary

Gap Inc. is seeking an IT Help Desk professional to deliver exceptional technology support for employees across headquarters, stores, offices, and remote locations. You will diagnose and resolve hardware and application issues, work with defined processes, and ensure a positive customer experience.

Applicants should demonstrate strong communication, problem-solving ability, and accountability in a fast-paced environment, supporting users both on-site and remotely to maintain productivity.

Qualifications

• Excellent interpersonal and customer service skills.
• Ability to problem solve and troubleshoot technical issues.
• Strong multitasking and organizational skills.

Responsibilities

• Provide exceptional technology support to Gap Inc. employees in person or remotely.
• Assess, diagnose, and resolve hardware and application issues efficiently.
• Offer guidance and solutions based on defined procedures and options.
• Research and escalate complex issues using documented processes and tools.
• Deliver a welcoming experience and maintain high service quality across channels.
• Maintain awareness of relevant technologies and products to assist users.

Skills

Customer service

Problem solving

Multitasking

Communication

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. Responsibilities include assessing, diagnosing and resolving technology issues. Must be flexible in supporting our employees on-site and remotely.

What You’ll Do

• Provide an exceptional technology experience for our Gap Inc. employees by listening, asking questions, soliciting feedback, assessing and responding appropriately to customer’s device hardware and application issues, requests and needs in an efficient and timely manner.

• Determines appropriate and alternative solutions from mostly defined procedures and options

• Research, diagnose, resolve or escalat technical and procedural issues from multiple service channels using multiple tools and documented processes

• Deliver positive customer experience by creating a welcoming environment and providing best in class service through all support channels in person and virtually

• Ensure consistency in service quality and capabilities for an overall high level of customer satisfaction

• Demonstrate a sound understanding of relevant technologies and application products and understands the customer in a technology support environment.

Who You Are

• Excellent interpersonal and customer service skills, ability to develop and maintain good relationships with business partners and at all levels of the organization

• Learns and applies process and technical knowledge in problem solving with ability to multitask work while keeping stakeholders informed.

• Take personal accountability to meet key performance measurements