Carter's, Inc. is the largest branded marketer in North America of apparel exclusively for babies and young children. TheCompany owns the

Carter's and OshKosh B'gosh brands, two of the most recognized brands in the marketplace. Thesebrands are sold in leading department stores, national chains, and specialty retailers domestically and internationally

Job Functions:

·      Subject Matter Expert, guide and trainer for IT Support Center personnel. 

·        Partner with Store Operations, IT and various department to collect data and develop standardized reporting to provide comprehensive visibility into performance and health of the store IT environment

·        Provide ongoing and ad hoc analytical support to the Retail IT Senior Leadership Team

·        Perform quality assurance on calls and tickets

·        Operates as key escalation point when additional support is needed

·      Resolve customer complaints and problems to the satisfaction of the user

·      First and second level technical support for all technology within the retail stores– POS hardware and software, Handheld mobile device hardware and software, Retail Laptops, Network devices, VOIP Phones, Printers, Incidents related to in-house applications, Incidents related for O365, Citrix and other applications, User account administration

·      Contact after hours and on-call support as prescribed by policy and procedure

·      Perform root cause and trend analysis on tickets and obtain advanced troubleshooting skills

·      Monitors and maintains call/email queue per standard operating procedures 

·      Maintain and administrate team Knowledge Base – create, audit and update knowledge articles with minimal supervision

·        Proactively coach agents to seek resolutions to opportunity areas and/or process adherence

·        Complete necessary documentations to manage complaints, uses and subsequent solutions

·        Adhere to and support Carter's Information Technology standards, policies, and procedures

Prior Work Experience:

·        3-5 years of IT Help Desk experience preferred

·        Technical Diploma preferred

·        Proficiency in English (listenning, verbal, and written communication skills)

Benefits:

• Mayor Life Insurance
• Saving Fund
• Christmas Bonus
• 100% Remote
• Food Copons

At Carter's we promote a culture of inclusion and an environment of equality and respect, therefore our Talent Acquisition process is aligned to a policy of equality and non-discrimination with a firm commitment to attract, retain, develop and motivate our human talent based on competencies and skills. Carter's provides equal opportunities to all candidates, regardless of race, religion, gender, sexual orientation, marital or conjugal status, nationality or any other situation protected by federal, state or local laws, and does not require medical certificates of non-pregnancy and Human Immunodeficiency Virus (HIV) as requirements for admission, permanence or promotion in employment.