Support Center Technician

About the position

The Support Center Technician at L.L.Bean is responsible for providing technical support to employees by diagnosing and resolving issues related to computer technologies. The role emphasizes excellent customer service and timely resolution of technical problems, ensuring a positive experience for all users.

Responsibilities

• Answer, evaluate and prioritize incoming requests for assistance from end-users experiencing problems with hardware, software, and networking issues.
• Ensure a timely resolution of incidents according to the established SLA's.
• Provide excellent customer service across all channels - telephone, voicemail, email, chats, or walk-ins.
• Utilize and maintain a ticketing system with thorough documentation and appropriate categorization.
• Identify and analyze trends in incidents and escalate to Senior Technicians/Client Support Manager/Support Group.
• Execute the Major Incident Management Process with support from Senior Technicians.
• Look for process improvements and collaborate with Senior Technicians to implement them.
• Build and maintain solid working relationships with key contacts from different departments.
• Participate in special projects within the team and the IS organization as assigned.
• Remain proficient in technologies supported by the Client Support Center.
• Maintain clear, accurate, and up-to-date information in the knowledge database.
• Lead Alignment Team meetings with key stakeholders and share documentation and feedback with the team.
• Assist with the training plan of new Technicians.

Requirements

• 2-Year Technical Degree
• 1+ years of technical experience
• C1 (Advanced) English level
• Intermediate knowledge of desktop environment, applications, and various computer and network platforms.
• Advanced English communication skills (written, spoken, listening).
• Ability to adapt communication to the technical level of the end user.
• Good understanding of the business function being supported.
• Excellent customer service skills, including dealing with difficult people.
• Ability to work well in a changing environment with high adaptability.
• Ability to build effective working relationships with others in local/remote locations.
• Continuous process improvements mindset and a bias for learning.
• Experience with administration tools such as mobile devices, network, security, and server management.
• Advanced knowledge of Microsoft products such as Outlook, SharePoint, OneDrive.

Nice-to-haves

• Certifications such as HDI Support Center Analyst, ITIL, CompTia or similar are a plus.
• Active Directory knowledge is a plus.

Benefits

• Extraordinary employee experience
• Flexible schedule
• Working from home
• Fitness subsidy
• Education subsidy
• 3 paid days to enjoy outdoor activities
• 5 Personal/sick days
• L.L.Bean employee discount
• Asociación solidarista
• Life and medical insurance
• Company doctor