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Support Technician

Company: Gap
Location: Rocklin
Posted on: November 17, 2021

Job Description:

About GapOur past is full of iconic moments - but our future is going to spark many more. Our brands - Gap, Banana Republic, Old Navy and Athleta - have dressed people from all walks of life and all kinds of families, all over the world, for every occasion for more than 50 years. But we're more than the clothes that we make. We know that business can and should be a force for good, and it's why we work hard to make product that makes people feel good, inside and out. It's why we're committed to giving back to the communities where we live and work. If you're one of the super-talented who thrive on change, aren't afraid to take risks and love to make a difference, come grow with us. About the RoleThe Store Experience and Support Center serves as the bridge between our Gap Inc Store Employees and the GapTech Team. Our goal is to deliver a frictionless experience for our Gap Inc store employees. New technologies provided to the stores will always drive new types of calls and issues that impact our customers and the Support Technician is key to ensure proper handling of issues correctly and capturing details for product teams. As a Support Technician, you will support both technical issues and assign and follow up on workload to the team based on business needs. Additionally, you will be accountable to the training of others and knowledge base updates as needed to ensure the team is set up for success to meet SLA.What You'll DoSupport our Gap Inc retail stores by proactively and/or reactively resolving technical issues reported to Store Support via a multitude of channels: hypercare, field visits, self service, phone calls, chats, reporting & alerts.Train, coach and mentor Associate Support Technicians and contractorsLead small subject matter expert groups and long term projects, working to help troubleshoot, implement, or knowledge transfer as appropriate. Help monitor key performance indicators and SLAs while making tactical decisions that drive goals for service levels, issue resolution, and service standardsUse critical thinking to perform problem determination and troubleshooting to capture problem details; document and maintain in knowledge base as neededSolve complex, undocumented, and other unknown incidents through collaboration with PDM and EngineeringWho You AreMinimum 3 years experience working within a Service Desk Environment supporting Retail Operations leading, coaching and training other in addition to individual work Excellent oral and written communication skillsOpen to feedback to continue to learn and grow from your stumbles and successesAn obsession for customer service & instilling passion for customer centricity in othersProblem solving skills and strong drive for action and root cause resolutionStrong collaborative and communication skills to keep key partners informed and projects on trackBenefits at Gap Merchandise discount for our brands: 50% off regular-priced merchandise at Gap, 30% off at Gap Outlet, and the ability to purchase discounted merchandise during international travel at Banana Republic, Athleta, Intermix and Old Navy. Pension schemes available, depending on role. Market-leading private medical healthcare and well-being programme.* Voluntary medical cash plan open to all employees. Performance-related discretionary bonuses.* Access to our Employee Support Programme for overall well-being. *For eligible employeesby Jobble

Keywords: Gap, Rocklin , Support Technician, Professions , Rocklin, California

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