Bilingual Store Support Agent

**Baby Clothing, Kids Clothes, Toddler Clothes | Carter's**

**Essential Job Functions**:
As a part of the Store Support team, you will be responsible for delivering technical support to the users in our stores. The objective is to troubleshoot problems fully through resolution and record incidents in our ticketing system. Unresolved issues will be escalated to next level support teams where appropriate. 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
- Provide technical support for:

- Operating Systems - Windows, Android, iOS
- Hardware - Tablets, Handheld devices, Printers, Scanners, RFID devices, Cash drawers, Pin Pads, Hubs, Laptops, Servers, UPS equipment
- Networking - Routers, Switches, Access Points, Cabling
- Phone and phone line support (Analog and VOIP)
- User and computer account administration
- 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 organization's 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 mínimal supervision

**Knowledge, Skill and Ability Requirements**:

- Fluent in English and French-Canadian languages
- Demonstrate excellence with listening, verbal, and written communication skills
- Demonstrate strong problem solving and troubleshooting skills
- Working knowledge of Computers, Microsoft Outlook, Excel
- Ability to navigate and multi-task
- Proficient reading skills
- Must have the ability to abide by all of Carter's policies and procedures; specifically, the attendance policy
- Must know, understand and follow all Standard Operating Procedures
- Working knowledge of Windows XP, Windows 7, Windows 10 or WEPOS
- Working knowledge of Android and iOS
- Proficient Typing Skills
- Microsoft, A+ or Cisco Certifications are a plus
- Must have a sense of urgency

**Prior Work Experience and Educational Requirements**:

- Retail and/or IT Help Desk experience preferred
- Technical Diploma preferred
- High school diploma or a GED required
- Ability to diagnose the cause of problems in a complex environment and to provide effective solutions quickly (Based on in house documentation)
- Minimum 6 months of customer service experience required

**Physical Demands**:

- Ability to work in a highly structured environment
- Ability to work in a competitive performance driven environment
- Ability to handle repetitiveness of contacts from internal and external customers
- Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, long periods working at a computer
- Contact Center environment with moderate noise level due to agents talking, computer, printers and floor activities
- Holiday work schedule as defined by Management and business needs/volume
- 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

LI-Remote