Support Technician - IT End User Devices

Gap Inc.; United States; Remote; USD 50,000 - 75,000; Full time

Job summary

Gap Inc. is looking for a customer-focused technology support professional to ensure that employee technology needs are met efficiently. In a dynamic environment, you will resolve technical issues and deliver exceptional service across various support channels, enhancing employee productivity.

Qualifications

• Excellent interpersonal and customer service skills.
• Ability to multitask and keep stakeholders informed.
• Accountability for meeting performance measurements.

Responsibilities

• Provide exceptional technology experience for employees.
• Research, diagnose, and resolve technical issues.
• Deliver positive customer experience in support channels.

Skills

Interpersonal skills

Customer service skills

Problem-solving

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 exceeds our internal customers' expectations across our headquarters, 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

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

2. Determine appropriate and alternative solutions from mostly defined procedures and options.

3. Research, diagnose, resolve, or escalate technical and procedural issues from multiple service channels using various tools and documented processes.

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

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

6. Demonstrate a sound understanding of relevant technologies and application products, and understand the customer in a technology support environment.

Who You Are

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

2. Learns and applies process and technical knowledge in problem solving, with the ability to multitask while keeping stakeholders informed.

3. Take personal accountability to meet key performance measurements.