QUESTIONNAIRE-6-9fa8b1dc583c*************e************Serving the needs of all families with young children, **Carter's Inc. is the largest North American apparel retailer exclusively for babies and young children, encompassing Carter's, OshKosh B'gosh, Skip*Hop and Little Planet brands.Meaningful work, constant learning, genuine people, and a community guided by core values that promote inclusion and innovation is in everything we do.There are many reasons to build your career at Carter's.
**Project & Initiative Delivery: 10%**- Maintain working knowledge of IT project initiatives to ensure IT Support Center readiness for supporting project rollout timelines**Operations, Support & Service Delivery**: 80%**- Address any and all customer service issues promptly- Adhere to all productivity standards as communicated each week- Address and resolves basic incidents and requests; log all incidents and requests; engage other service desk resources or appropriate Information Technology resources to resolve incidents that are beyond the scope of their ability or responsibility- Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress,



and handling customers with a professional attitude- Perform root cause analysis on tickets and obtain advanced troubleshooting skills- Communicate accurate and timely information through Service Interruption Notification process and other notification processes as required- Ensure end-to-end user experience and provide a single point-of-contact for the customer- Contact after hours and on-call support as prescribed by policy and procedure**Administrative, Legal, SOX Compliance**:10%- Adhere to and support Carter's Information Technology standards, policies, and procedures- Provision, maintain, and remove security privileges for end users in accordance with Sarbanes-Oxley and Carter's policy and procedures**SUPERVISORY / BUDGETARY / EXTERNAL COMMUNICATION RESPONSIBILITY**:**secondary functions (IF APPLICABLE - ANY DUTIES NOT CONSIDERED ESSENTIAL)**:**knowledge, skill and ability requirements (minimum competencies required for job performance)**:- Demonstrated ability to learn customer support processes and techniques- Strong analytical skills- Possesses ability to methodically solve technical problems utilizing standard troubleshooting techniques- Competency in MS Office Suite- Customer service orientation and/or prior customer service training- Must be willing to work a versátil work schedule and additional work hours to accomplish necessary work or for remediation of an information technology issue- Ability to adhere to timely and regular attendance expectations in order to meet the needs of customers and all productivity standards- Remediation of information technology issues**prior work experience and educational requirements**:- Bachelor's degree preferred- 1 - 2 years of IT Support Center experience preferred- Customer Service training preferred**PHYSICAL DEMANDS**:- This role will primarily work from home

📌 It Support Center Agent (Mexico-Rm) (Xico)
🏢 Carter'S
📍 Xico