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Posted: Tuesday, July 4, 2017 1:35 AM

Requisition Number: SS:10806
Area of Interest: Information Technology
Organization: Corporate
Brand/Division: Shared Services
Position Type: Full:time
JOB DESCRIPTION
About the Team
You will be part of the Technical Infrastructure team responsible for designing, building and delivering key technical building blocks such as Servers, Storage, Networking, Voice, Databases, Data Centers, Service Desk and Monitoring tools. Our job is to ensure that every WSI location, associate and customer has the best experience possible utilizing our vast array of technical solutions we provide.
About the Role
In the Service Desk role, you will be responsible for multiple tasks in support of the organization surrounding business Operations. This will include but not limited to; triaging inbound calls, emails, self:service incidents and requests to ensure that all relevant information is captured to support the customer. You will also be communicating the expected restoration times back to the customer with appropriate restoration times. You will be the first line response for all things production support.
Youre excited about this opportunity because you will...
* Be the face of all things IT to our business partners, both retail stores, and corporate users.
* Be able to successfully resolve 95 of all incidents and requests that come into the Service Desk.
* Have a tangible voice in proposing solutions for common problems and incidents into the team.
* You will be working in a fast:paced environment with a great group of teammates who are supportive and collaborative.
* Trend incoming calls to create and refer the issues to Problem Management when relevant.
* Work with a well:rounded; versatile team of support professionals who collaboratively work well together.
* Partner with a cross functional group of subject matter experts to design and execute your strategy
* Have the opportunity to be hands:on, working side by side with our people to get things done
* Provide insightful data to guide decision making and offer proactive solutions.
Why you will love working at Williams:Sonoma, Inc.
* Were a successful, fast:growing company with a entrepreneurial vibe
* A technologically and data:driven business
* Competitive salaries, and comprehensive health benefits
* Were at the forefront of tech and retail, redefining technology for the next generation
* Were passionate about our internal and external clients and live/breathe the client experience
* We get to be creative on a daily basis
* A smart, experienced leadership team that wants to do it right and is open to new ideas
* We believe in autonomy and reward taking initiative
* We have fun
Desired Skills and Experience
Were excited about you because...
* At least 2 years of Help Desk Experience, or similar call Handling tenure.
* HDI Customer service certification, or relevant job experience.
* You are capable in troubleshooting complex issues over the phone
* You have superior oral and written communication skills with the ability to influence others
* You have first level knowledge of theory and principles of an operations group and how Service management works in support of the business.
REQUIREMENTS AND QUALIFICATIONS
Technical Competencies required:
* Understanding of the following applications: RSA, Citrix, Active Directory, Bomgar, Service:Now, Putty.
* Hardware: familiarity with MAC, PC, Surface Pros, IPADs, HP servers (RP5800s), IBM 4800 POS systems. Bonus for expertise in networking, and retail experience.
* Strong capabilities in clear, concise and accurate troubleshooting documentation which will be necessary in creation of Incidents.
* Strong customer service skills, both in oral and written capacity.
About Williams:Sonoma, Inc.
Founded in 1956, Williams:Sonoma, Inc. is the premier specialty retailer of high:quality products for the kitchen and home in the United States.

Source: https://www.tiptopjob.com/jobs/68657196_job.asp?source=backpage


• Location: San Francisco

• Post ID: 70778868 sf
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