Technical Support Analyst (Remote Contract)

Gap | 10 d ago
Published date Posted on Indeed on Jul 21, 2021

Technical Support Analyst

(2-year Contract)

Are you an experienced technical analyst? Do you have experience delivering world class troubleshooting to a wide range of customers? Are you looking to grow your technical skills in a dynamic and fast paced environment?

The Store Support organization is the face of GapTech for our global store employees (Gap, Old Navy, Banana Republic, & Athleta) and our role is to keep our stores technology up and running. The Support Analyst will work directly with our employees within the Gap Inc organization troubleshooting technology used within our stores.

Responsibilities:

  • Provide a high level of support internally to Gap Inc. stores employees by supporting all new and legacy hardware and software used by our Gap Inc. Store Employees through all service channels.
  • Research, diagnose, resolve or escalate technical and procedural issues reported by our customer using multiple tools and documented processes.
  • Use critical thinking skills, and probing questions to identify and resolves issues based on documented troubleshooting.
  • Clearly log and assign tickets as outlined to you, while keeping customers informed when necessary.
  • Ability to communicate and provide exceptional service that is easy to understand and non-technical.
  • Remain cool under pressure and effectively hand stress, change, and uncertainty. Be open to feedback to grow your performance.
  • Fulfill all scheduled shifts, be punctual, and be willing to work overtime as needed.

Qualifications:

  • 2+ Years of Service Desk, Technical Support, or Call Center experience.
  • Strong verbal and written communication skills.
  • Strong technical aptitude, passion, and desire to learn more, iOS experience a plus.
  • Customer service experience in a retail environment with knowledge of common retail technology
  • Proven ability to troubleshoot and resolve technical and procedural issues.
  • Dependable, accountable, self-motivated, and drive to excel; exhibit a growth mindset for performance-based feedback.

Additional information:

  • This position is a remote role and requires contractor to provide their own high-speed internet and a distraction free workspace; our main office is in Rocklin, CA.
  • Mandatory 4-week training is required for this role; missing a day of training can result in termination of role.
  • We are a 24x7 Call Center and require open availability; shift preference will be taken into consideration when creating your schedule.
  • This is a 2-year contract position through AllSources PPS (an AgileOne company) supporting Gap, Inc.
  • Must be able to provide home network speed test details, required to have 15 megs down and approx. 6 up to run required tools
  • Not accepting Corp-to-Corp.

Job Types: Full-time, Contract

Pay: From $18.00 per hour

Benefits:

  • 401(k)
  • Dental insurance
  • Health insurance
  • Vision insurance

Schedule:

  • 8 hour shift
  • Holidays
  • Monday to Friday
  • Weekend availability

Education:

  • Bachelor's (Preferred)

Experience:

  • Windows: 1 year (Preferred)
  • Customer Service: 1 year (Preferred)

Work Location:

  • Fully Remote

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