Customer Support Tech

Recruiter
Gap
Location
Rugby
Salary
Competitive
Posted
21 Sep 2018
Closes
23 Sep 2018
Contract Type
Permanent

BRAND OVERVIEW:

GAP INC.

Our past is full of
iconic moments - but our future is going to spark many more. We're looking for
the people who'll help make our next decade just as revolutionary as our first
five. If you're one of the super-talented who thrive on change, aren't afraid
to take risks and love to make a difference, you're the right fit. Come grow
with us.

JOB SUMMARY:

In GapTech Europe, we are
obsessed with our customers' success. We set the bar high and our goal is to
always deliver value to our customers and exceed their expectations. The
Customer Support Tech is a key role in a service focused organization that
places their customers at the heart of its culture.

The primary focus of the
Customer Support Tech role is to ensure that the technology needs of GapTech
customers are being satisfied. Their aim is to provide excellent customer
service and support that delights customers and consistently exceeds
expectations.

The Customer Support Tech
will provide end to end incident management & IT support to all European
Stores, as well as partnering with Gap's internal Service Desks & external
vendors. There is also a requirement to support the Corporate customer base as
necessary, including AV/Digital events.

This role is responsible
for providing exceptional IT support to internal customers, across geographical
locations ensuring an overall high level of customer satisfaction on an ongoing
basis. All calls and requests are to be resolved within the agreed service
level agreements (SLA), and wherever possible exceed agreed SLA's. The Customer
Support Tech will establish and develop relationships with key stakeholders
within the Stores domain and drive service improvements from taking analytical
views on stored data, providing insights and recommendations to the Customer
Support Manager for Europe.


RESPONSIBILITIES:

??Provide exceptional IT support to internal corporate and stores customers,
across geographical locations ensuring an overall high level of customer
satisfaction on an ongoing basis.

??Test, configure, install and manage and repair of all IT related equipment
(Hardware and Software).

??Perform end to end incident management for all European store tickets
including but not exclusive to escalations, communications, ticket resolution,
queue ownership & root cause analysis.

??Develop strong and trusting relationships with business, International and
US counterpart at many levels of the organization &provide weekly
statistics on the health of the environment & KPI achievement rates along
with vendor performance metrics to Customer Support Manager

??Support the Corporate customer environment where necessary

??Ensure local vendors meet SLA's and ensure they deliver a high quality of
service

??Perform part of on-call Rota - 1 week in every 4.

QUALIFICATIONS:

??3 A Levels or equivalent, IT certifications desired

??3-5 years IT experience gained in a large multiple outlet organization.

??Previous experience of providing IT services and support for a large
organization.

??Strong experience in providing 1st/2nd line IT Support.

??Previous customer service experience desirable