TAC Specialist - Mast Global Technology - Columbus, OH
Job ID: 39794
Columbus, OH, USA
This is a high quality customer service and technical support role that implements strong interpersonal and administrative skills to ensure store and corporate hardware, software, and procedural processes.
-Direct home office and store support, including having employees assist with first tier hardware trouble shooting.
-Escalation authority to analysts for tier 2 services.
-Takes necessary action to correct or escalate emergency situations.
-Provides resolutions for stores and corporate associates by isolating problems, researching solutions, and conducting them through corrective steps.
-Properly documents accurate and detailed information regarding issues, troubleshooting steps, and resolutions or escalations.
-Utilizes probing questions to detect the root cause of an issue to initiate a specific troubleshooting process.
-Review current system information, updates, and outages to stay current with policies and procedures.
-Maintains strong verbal communication and customer service skills under escalations of emergency and non-emergency situations.
-Executes an accurate and efficient troubleshooting process to conclude resolutions for each issue.
-Identifies and reports problem trends to Service Desk Analysts to track and resolve current and future problems.
-Provides technical support to corporate and store associates via email and other means of communication.
-Obtains increased understanding of POS equipment and procedural processes used by stores.
-Partner with vendors to resolve issues within SLA.
-Other duties defined by management team.
-Strong customer service, interpersonal, verbal and written communication skills.
-Successful completion of an appropriate course of study or graduation from an accredited college or trade school or equivalent experience in related industry.
-Previous experience in a service desk or retail environment.
-Minimum of 1 - 2 years- experience in related field.
-Minimum of 1 - 2 years- experience in customer service.
-Basic understanding of various hardware and network configurations
-Preferred knowledge of Macintosh PC hardware and software, including handheld equipment, i.e. phones, tablets, etc.
-Detailed knowledge of Point of Sale hardware and software configurations
-Detailed knowledge of Microsoft applications and operating systems
-Detailed knowledge of telecommunications hardware, wiring and services
-Detailed understanding of remote access systems
L Brands, through its high-emotion brands Victoria's Secret, Bath and Body Works, Pink, La Senza and Henri Bendel, is an international specialty retailer delivering lingerie, personal care and beauty products, apparel and accessories to customers worldwide. Our brands are available in more than 2,600 retail stores in the United States, more than 680 international locations, and through our award-winning internet and catalogue channels. L Brands, which recorded sales of $10.5 billion in 2012 and employs more than 90,000 associates, was Fortune's 2011 World's Most Admired specialty retailer.