L.L. BEAN
Position Purpose:
Provide strong technical support to L.L. Bean employees by answering questions, diagnosing, and resolving complex problems related to the various computer technologies, ensuring a timely resolution, and always addressing with excellence customer service.
About the role:
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 all channel - telephone, voicemail, email, chats, or walk-ins. Effective utilization and maintenance of a ticketing system - thorough documentation, appropriate impact, urgency, CI, and Assignments Groups. Identify and analyze trends in incidents and escalate to Senior Technicians/Client Support Manager/Support Group. Execute the Major Incident 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.
Indefinido
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