Help Desk Support Agent

Company Description

We have extensive experience in helping companies keep up with the dramatic changes in distribution center and warehouse operations. Our warehouse design consulting team combines on-the-floor data gathering with sophisticated modeling techniques to produce and implement warehouse/distribution center operation plans that provide increased savings and reliability for tomorrow while keeping the inventory moving today.

Job Description

As a part of the Help Desk Team, you will be responsible for delivering support to the users in our stores. The objective is to record incidents in our ticketing system and resolve them. Unresolved issues will be passed to 2nd level support after investigation. You must maintain a respectful and positive tone with our users at all times.

• Meets contact center goals and service level by utilizing established service techniques
• Identify and handle store phone inquiries completely and accurately
• Resolve customer complaints and problems to the satisfaction of the user
• First level support for:
• POS software and hardware issues
• Telecom and network issues
• Incidents related to in-house applications
• Incidents related for Microsoft Office, Citrix and other applications
• iPod hardware and in house software issues
• Maintain accurate user data including documentation of discussions, issues, user requests or other relevant information into Contact Center systems as required and managing/prioritizing workload
• Use technology tools as directed and within established guidelines
• Maintain confidentiality of the organizations user data
• Participate in individual and team trainings and meetings to ensure knowledge is up-to-date
• Alert management of issues or concerns that require escalation for complete resolution or which may indicate a larger, underlying problem
• Observant in reporting unusual circumstances or possible security concerns in the field to management
• Ability to work independently, adhere to work schedule and manage regular duties with minimal supervision
• Remote user administration (LANDESK)

• Proficient reading skills
• Must have the ability to abide by all of Carters policies and procedures; specifically the attendance policy
• Must know, understand and follow all Standard Operating Procedures
• Retail Experience and or IT experience is a plus
• Working knowledge of Windows XP or WEPOS
• Experience with Epicor Retail Suite is a plus
• Proficient Typing Skills
• Microsoft Windows, A or Cisco Certifications are a plus
• Must have a sense of urgency
• Ability to diagnose the cause of problems in a complex environment and to provide effective solutions quickly (Based on in house documentation)
• Technical Diploma preferred
• High school diploma or a GED required
• Minimum 6 months of customer service experienceAbility to work in a highly structured environment
• Ability to work in a competitive performance driven environment
• Ability to handle repetitiveness of calls from customers
• Holiday schedule to be decided by Management
• Comply with blackout periods as determined by Management
• Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, long periods working at a computer
• There will be shift work involved

Additional Information

Our clients include integrated oil companies, major mining multinationals, as well as several of the world's largest global electric utilities and power-generation firms. In addition, we work closely with the Global Markets group by supporting energy and commodity trading and sector analysis/portfolio management groups within financial institutions. We also collaborate with the other client services teams on a variety of strategic research projects and thematic workshops.