Ralph Lauren Hiring for Senior Technology Operations And Support Associate, Retail Store Systems Support at Bengaluru, Karnataka, India Full Time

Job Description

Position Overview

The Retail Senior Associate provides dedicated technical support for Retail Stores. This includes POS computer systems, hardware, and software via telephone, email and chat tools. This position is fast-paced and multi-task intensive, requiring excellent decision making and top-notch customer service skills. Working as part of a team, successful candidates will share their values and have an interest in working with the latest technologies to provide exceptional customer service to all Retail Stores in North America, EMEA and some countries in APAC.

Essential Duties & Responsibilities

• Serve as the first point of contact to Retail Stores seeking assistance for POS hardware, software, workstations, printers, time clocks, UPS units, mobile devices, interactive screens or other Retail technical issues.
• Responsible for 24/7 support of applications for Retail Stores and participating on a rotating on-call schedule for off-hour/weekend support
• You have a logical approach and process to problem solving
• Participate in product/process updates and create documentation on the same.
• You are proactive in driving issues to closure and collaborate with peers to resolve
• You possess strong communication skills to convey problems to your team and colleagues
• Understand how problems affect other areas of the organization outside of the IT space
• You can create thorough technical documentation to leveraged by development and support teams
• You have intermediate knowledge of reporting on CRM tools (ex. ServiceNow) and creating dashboards.
• You take independent action, do things before being asked or forced by events.
• You develop creative solutions and innovation ideas
• Be an advocate for customer requests; maintain ownership of request and follow through consistently to resolution
• Increase Retail Stores satisfaction by increasing First Contact Resolution (FCR) rate.
• Review open ticket queues and close tickets upon resolution daily
• Understands how to triage and prioritize issues and escalate problems to management
• Stay current with system information, changes and updates

Experience, Skills & Knowledge

• Windows 2016/ 2019 & Windows Server
• POS (Point of Sale)
• POS scanners
• Receipt printers
• Barcode scanners
• Experience in support and configuration of Microsoft Office, Microsoft Windows, and basic network troubleshooting
• Experience in ServiceNow, Active Directory, O365, Citrix, Xstore, SQL, Oracle

Mandatory Requirements

• Two yrs of experience with Retail Store Systems Operations
• Experience in ITES operations
• Flexible to work 24/7 Support model (Rotational Shifts)

Senior Technology Operations and Support Associate, Retail Store Systems Support