As a part of the Help Desk Team, you will be responsible for delivering

support to the users. 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:

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)

Experience and Skills

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 experience
Ability 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

All your information will be kept confidential according to EEO guidelines.

Help Desk Customer Support Agent

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