Coordinator - Technical Support

Requisition ID: 841257 
Position:Full-Time
 

We are EssilorLuxottica, a global leader in the design, manufacture and distribution of ophthalmic lenses, frames and sunglasses. The Company brings together the complementary expertise of two industry pioneers, one in advanced lens technologies and the other in the craftsmanship of iconic eyewear, to create a vertically integrated business that is uniquely positioned to address the world’s evolving vision needs and the global demand of a growing eyewear industry.

With over 180,000 dedicated employees in 150 countries driving our iconic brands, our people are creative, entrepreneurial and celebrated for their unique perspectives and individuality. Committed to vision, we enable people to “see more and be more” thanks to our innovative designs and lens technologies, exceptional quality and cutting-edge processing methods. Every day we impact the lives of millions by changing the way people see the world.

Our unique business model and relentless pursuit of operational excellence ensures that consumers everywhere have access to products. Balancing speed, efficiency and proximity, the Company manages a global supply chain with cutting-edge technology, based on centralization for frames and on a capillary network for lens finishing and prescription laboratories. Greasing the wheels behind the scenes, our people in Operations are the backbone of our Company.

GENERAL FUNCTION

The Technical Support Coordinator provides technical support in a timely, consistent and courteous manner to all Support Center customers in the operation of their computer systems for approved applications.  Provides assistance in resolving most problems of hardware and supported applications, and explains these resolutions in a clear, concise manner.

MAJOR DUTIES AND RESPONSIBILITIES

• Diagnoses/Resolves problems through both questioning techniques and through the use of "remote diagnostics". Assists by giving correct resolutions in a clear, concise and courteous manner
• Interprets error messages from system software or application programs; initiates required actions.
• Places necessary service calls and follows through to completion with both service contractor and Support Center Customer.
• Escalates unresolved calls to second level support and follows through to completion.
• Assists with proofing documentation/procedures relating to supported systems.
• Develops procedures for Support Center.
• Records all communications relating to associates' questions/problems into call tracking.
• Proofs and tests procedures prior to implementation.
• Assists in training users in the operation of supported systems.
• Assists in the development of training programs for supported systems.

BASIC QUALIFICATIONS

• High School Diploma
• Direct involvement with Customer Service experience
• Computer systems experience
• Strong communication skills, both oral and written
• Good problem solving skills
• Good organization skills with strong attention to detail
• Pleasant phone manners
• Computer hardware and software knowledge
• Strong Customer Service orientation
• Flexibility to work varied schedules, including evenings and weekends and to carry Emergency Paging Device as scheduled

PREFERRED QUALIFICATIONS

• College degree
• 1+ years’ experience
• Point of Sale Environment/Retail experience

Employee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan, which complements a first-class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts. 
 
Upon request and consistent with applicable laws, EssilorLuxottica will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process.  To request a reasonable accommodation, please call the Luxottica Ethics Compliance Hotline at 1-888-887-3348 (be sure to provide your name and contact information so that we may follow up in a timely manner) or email HRCompliance@luxotticaretail.com. 
  
We are an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law. Native Americans in the US receive preference in accordance with Tribal Law.