Technical Support CoordinatorMason, OHAdrian

EssilorLuxottica Group•Mason, OH

2d•Onsite

About The Position

The Technical Support Coordinator provides technical support in a timely, consistent and courteous manner to all Support Center customers in the operation of their computer systems for approved applications. Provides assistance in resolving most problems of hardware and supported applications, and explains these resolutions in a clear, concise manner. EssilorLuxottica is a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. We offer our industry stakeholders in over 150 countries access to a global platform of high-quality vision care products. Our Shared Services Team accompanies and enables others within the EssilorLuxottica collective to achieve their targets. They keep people and projects running smoothly, ensuring every part of our business is provided for and well taken care of. Join our global community of over 200,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry.

Requirements

High School Diploma
Direct involvement with Customer Service experience
Computer systems experience
Strong communication skills, both oral and written
Good problem solving skills
Good organization skills with strong attention to detail
Pleasant phone manners
Computer hardware and software knowledge
Strong Customer Service orientation
Flexibility to work varied schedules, including evenings and weekends and to carry Emergency Paging Device as scheduled

Nice To Haves

College degree
1+ years’ experience
Point of Sale Environment/Retail experience

Responsibilities

Diagnoses/Resolves problems through both questioning techniques and through the use of "remote diagnostics". Assists by giving correct resolutions in a clear, concise and courteous manner
Interprets error messages from system software or application programs; initiates required actions.
Places necessary service calls and follows through to completion with both service contractor and Support Center Customer.
Escalates unresolved calls to second level support and follows through to completion.
Assists with proofing documentation/procedures relating to supported systems.
Develops procedures for Support Center.
Records all communications relating to associates' questions/problems into call tracking.
Proofs and tests procedures prior to implementation.
Assists in training users in the operation of supported systems.
Assists in the development of training programs for supported systems.