Technical Support Specialist

Requisition ID: 882043 
Position:Full-Time

Total Rewards: Benefits/Incentive Information

If you’ve worn a pair of glasses, we’ve already met.

We are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. We offer our industry stakeholders in over 150 countries access to a global platform of high-quality vision care products such as the Essilor brand, with Varilux, Crizal, Eyezen, Stellest and Transitions, iconic brands that consumers love such as Ray-Ban, Oakley, Persol and Oliver Peoples, as well as a network that offers consumers high-quality vision care and best-in-class shopping experiences such as Sunglass Hut, LensCrafters, and Target Optical, and leading e-commerce platforms.

Our portfolio of more than 150 renowned brands span various categories, from frames, lenses and instruments to brick and mortar and digital distribution as well as mid-range to premium segments. Our Shared Services Team, accompany and enable others within the EssilorLuxottica collective to achieve their targets. They keep people and projects running smoothly, ensuring every part of our business is provided for and well taken care of.

Join our global community of over 200,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry. Discover more by following us on LinkedIn!

GENERAL FUNCTION

Responsible for providing technical support in a timely, consistent, and courteous manner to all Support Center customers in the operation of their computer systems for approved applications.  Provide assistance in resolving most problems of hardware and supported applications, and explaining these resolutions in a clear, concise manner.

MAJOR DUTIES AND RESPONSIBILITIES

• Responsible for providing technical support in a timely, consistent and courteous manner to all Support Center customers in the operation of supported systems for approved applications
• Responsible for diagnosing/resolving 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
• Escalation of unresolved calls to second level support and follows through to completion
• Quality Assurance: Assist with proofing documentation/procedures relating to supported systems

 Administrative Responsibilities:

• Development of procedures for Support Center
• Record all communications relating to associates' questions/problems into call tracking
• Proofing and testing of procedures prior to implementation.
• Assist in training users in the operation of the supported systems
• Assist in the development of training programs for supported systems
• Flexibility to work varied schedules, including evenings and weekends and to carry Emergency Paging Device as scheduled

BASIC QUALIFICATIONS

• High School Required
• Direct Customer Service
• Computer systems experience
• Strong communication skills, both oral and written
• Good problem solving skills
• Good organization skills with a strong attention to detail
• Pleasant phone manners
• Computer hardware and software knowledge
• Strong Customer Service orientation

PREFERRED QUALIFICATIONS

• College Experience Preferred
• 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 EssilorLuxottica SpeakUp Hotline at 844-303-0229 (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.