Signet Jewelers IT Technician in Irving, Texas
Location: Dallas, TX
WHO WE ARE:
We are the world’s largest retailer of diamond jewelry and the world’s largest specialty jewelry retailer, with #1 market share in the U.S., UK and Canada. Signet operates approximately 3,200 stores globally, under the brand names Kay Jewelers, Zales, Jared, H.Samuel, Ernest Jones, Peoples Jewellers, Piercing Pagoda and JamesAllen.com.
ALL ARE WELCOME HERE:
Signet is a people company – this means that we put our customers and our employees at the center of everything we do. Our culture celebrates diversity and inclusion, while uniting around a common mission and distinct privilege of helping our customers Celebrate Life and Express Love®. We strive to make sure that our 35,000 employees have professional, personal and social development opportunities to unleash their full potential and have equal opportunity for advancement, regardless of their gender, race, sexuality or any other aspect of their background. At Signet, we nurture an inclusive environment where employees feel safe, supported and empowered at work each day. We do not and will not tolerate any behavior that undermines this effort.
The Store Support Technician provides a differentiated customer experience to Zale’s internal customers by performing the intake and triage function in support of retail store operations. The position handles first level phone support for Zale stores, resolving procedural inquiries; performing initial troubleshooting for all point-of-sale systems, corporate and remote user systems, and properly documenting each contact in the appropriate systems.
MAJOR RESPONSIBILITIES/ESSENTIAL FUNCTIONS:
Responds to incoming calls, answers questions related to store operations and provides initial troubleshooting of basic hardware and software issues pertaining to retail point-of-sale equipment.
Responsible for complete and accurate resolution of store personnel requests; provides answers by identifying problems, researching issues, and guiding store personnel through corrective steps.
Identifies and escalates technical trouble trends impacting store operations.
Assigned unresolved issues to the appropriate resolving groups via trouble tickets.
Makes proper and consistent use of tools and reference materials in researching issues and providing solutions.
Properly documents each contact in the appropriate ticketing system quickly and accurately.
Continuously develops and improves technical knowledge and customer service skills.
Attends training as required/needed.
Performs other related duties as assigned.
Basic knowledge of hardware and software break/fix.
Demonstrated interpersonal skills and excellent customer service.
Excellent verbal and written skills; outstanding phone etiquette; ability to communicate in both English and Spanish highly desirable.
Strong organizational skills.
Must be a good multi-tasker with the ability to navigate and use multiple systems simultaneously.
Ability to solve problems, think, reason and learn.
Experience in a Help Desk or Service Desk environment highly desirable.
Must have schedule flexibility to work late evenings and weekends as the business requires.
Education Required: High school diploma or equivalent is required; Associate degree preferred.
Years of Job-Related Experience Required: 2 years related call center agent experience required, receiving and making calls, documenting call information into a customer or case management system; resolving customer issues.
Technical/Other Skills Required:
Experience in a Help Desk or Technical Support call center is highly desirable.
Working knowledge of POS software and/or hardware peripherals is highly desirable.
Computer software and/or hardware technical training and/or earned college hours is a plus.
Working knowledge of Microsoft Word, Excel, Outlook and Sharepoint.
Experience in a retail business is a plus.
BENEFITS & PERKS:
Competitive healthcare, dental & vision insurance
401(k) matching after one year of employment
Generous PTO + company holidays
Paid subscription to PlateJoy
At Signet, we are a people Company. Our Mission "Celebrate Life, Express Love.®" and our Core Values guide how we treat customers and all Team Members.
We're ONE Company, proud of our rich heritage, international presence, marketing leadership through our successful retail brands, and well planned vision for continued growth and success.
Our shared commitment to continually improve and to work hard for our customers and one another creates opportunity for each of us.