ESSENTIAL JOB FUNCTIONS

o Information Technology troubleshooting skills.

o Must have: Fluency in French and English.

o Address all customer service issues promptly.

o Address and resolve basic incidents and requests; document all incidents and requests; engage other customer service resources or appropriate Information Technology resources to resolve incidents that exceed the scope of the position’s capabilities or responsibilities.

o Create a positive customer service experience and build strong relationships by thoroughly understanding the issue, ensuring timely resolution or escalation, providing timely progress updates, and interacting with customers in a professional manner.

o Perform root cause analysis on tickets and develop advanced troubleshooting skills.

o Communicate accurate and timely information through the service outage notification process and other notification processes, as required.

o Ensure an end-to-end user experience and provide a single point of contact for the customer.

o Analyze and resolve incidents and requests related to the use of application software or hardware. Log and track incidents and requests from identification through resolution. Follow up with the appropriate support personnel involved in the resolution process to ensure incidents are resolved, requests are fulfilled, and communication with the end user is completed. Document resolutions and update self-service and support staff knowledge bases.

o Continuously increase internal knowledge of current applications and systems to improve the IT Support Center’s FCR (First Call Resolution) rate by leveraging the knowledge base, Carter’s University, and other training provided to IT Support Center associates.

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





o Monitor operational alerts/tasks received via email or visual monitoring tools and take appropriate action in a timely and thorough manner, in accordance with established processes documented in Standard Operating Procedures (SOPs).

o Provide, maintain, and remove end-user security privileges in accordance with the Sarbanes-Oxley Act and Carter’s policies and procedures.

o Ability to receive, manage, and respond to ticket inquiries via phone, chat, and email channels, as determined by Carter’s.

o Strong analytical skills.

o Ability to methodically troubleshoot technical issues using standard troubleshooting techniques.

o Proficiency in Microsoft Office Suite.

o Customer service orientation and/or previous customer service training.

o Willingness to work a versátil schedule and additional hours when necessary to remediate an Information Technology issue.

o Ability to meet regular and punctual attendance expectations in order to support customer needs and meet all productivity standards.

PREVIOUS WORK EXPERIENCE AND EDUCATION REQUIREMENTS

o 1–2 years of IT Support Center / Help Desk experience preferred.

o Fluency in French and English.

o Customer service training preferred.

Benefits:

- Saving Fund
- Food coupons
- Life Insurance
- Mayor Life Insurance

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.

📌 IT Store Support Agent (English/French) (Miguel Hidalgo)
🏢 CARTERS BRANDS, S.A. DE
📍 Miguel Hidalgo