Lead Support Technician

Gap Inc. • San Francisco, CA

1d • Hybrid

About The Position

In this role, you will work in a dynamic, high paced environment focused on ensuring that our employees' end-to-end technology needs are met quickly and efficiently by delivering service that is above and beyond our internal customer's expectations in our: headquarter, stores, regional offices, distribution centers and remote locations. With a Customer Curious mindset, your goal is to enable and unlock our employees' work productivity by providing a consistently high level of service and customer satisfaction to the business. Responsibilities include assessing, diagnosing and resolving technology issues and projects that are both routine and with complexity as a high-level technical support. Must be flexible in supporting our employees on-site and remotely.

Requirements

• Strong interpersonal and customer service skills.
• Ability to develop and maintain good relationships with business partners and at all levels of the organization with strong customer focus and empathy skills.
• Advanced abilities in analytical, organizational, oral and written communication skills.
• Able to communicate difficult concepts in a simple manner.
• Present problem analysis and recommended solutions in a creative and logical manner.
• Understands methods and applies them to projects/problems of moderate scope.
• Resolves most technical issues without escalation.
• Motivated to self manage own workload and to learn and apply new technologies quickly and analyze problems effectively.
• Highly committed to take personal accountability to meet and drive key performance metrics against our Employee Enablement standards.

Responsibilities

• Troubleshoot and resolve customer issues and technical support needs in a timely and professional fashion.
• Resolve reported problems with complexity related to hardware, operating systems, applications, security/software updates, materials handling systems, and configuration issues by addressing the root cause or implementing a work around according to standard operating procedure.
• Collaborate with technical project teams and external vendor partners to drive solutions in promoting productivity and efficiency by leveraging technical knowledge and understanding of end user and infrastructure systems.
• Make and create recommendations for new procedures to solve end user technology issues that are either routine or with complexity, which may have no existing policies or processes.
• Teach and provide training/technical support/on boarding to new team members.
• May allocate work in learning to be a team leader.
• Collaborate with leadership team to identify, define, share, implement and manage employee experience best practices based on insight into employee feedback and expectations.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed