Technical Support Specialist

EssilorLuxottica • Mason, OH

269d

About The Position

We are 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 such as the Essilor brand, with Varilux, Crizal, Eyezen, Stellest and Transitions, iconic brands that consumers love such as Ray-Ban, Oakley, Persol and Oliver Peoples, as well as a network that offers consumers high-quality vision care and best-in-class shopping experiences such as Sunglass Hut, LensCrafters, and Target Optical, and leading e-commerce platforms. Our portfolio of more than 150 renowned brands span various categories, from frames, lenses and instruments to brick and mortar and digital distribution as well as mid-range to premium segments. Our Shared Services Team, accompany and enable 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 Required.
• Direct Customer Service experience.
• Computer systems experience.
• Strong communication skills, both oral and written.
• Good problem solving skills.
• Good organization skills with a strong attention to detail.
• Pleasant phone manners.
• Computer hardware and software knowledge.
• Strong Customer Service orientation.

Nice To Haves

• College Experience Preferred.
• Point of Sale Environment/Retail experience.

Responsibilities

• Provide technical support in a timely, consistent and courteous manner to all Support Center customers in the operation of supported systems for approved applications.
• Diagnose/resolving problems through both questioning techniques and through the use of remote diagnostics.
• Provide correct resolutions in a clear, concise and courteous manner.
• Interpret error messages from system software or application programs; initiate required actions.
• Place necessary service calls and follow through to completion with both service contractor and Support Center Customer.
• Escalate unresolved calls to second level support and follow through to completion.
• Assist with proofing documentation/procedures relating to supported systems.
• Develop procedures for Support Center.
• Record all communications relating to associates' questions/problems into call tracking.
• Proof and test procedures prior to implementation.
• Assist in training users in the operation of the supported systems.
• Assist in the development of training programs for supported systems.
• Flexibility to work varied schedules, including evenings and weekends and to carry Emergency Paging Device as scheduled.

Benefits

• Health care.
• Retirement savings.
• Paid time off/vacation.
• Various employee discounts.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED