Technology Operations and Support Associate, Retail Store Systems Support

Bangalore, Karnataka
Permanent
Full-time

1 month ago

Ralph Lauren Corporation (NYSE:RL) is a global leader in the design, marketing and distribution of premium lifestyle products in five categories: apparel, accessories, home, fragrances, and hospitality. For more than 50 years, Ralph Lauren's reputation and distinctive image have been consistently developed across an expanding number of products, brands and international markets. The Company's brand names, which include Ralph Lauren, Ralph Lauren Collection, Ralph Lauren Purple Label, Polo Ralph Lauren, Double RL, Lauren Ralph Lauren, Polo Ralph Lauren Children, Chaps, among others, constitute one of the world's most widely recognized families of consumer brands.At Ralph Lauren, we unite and inspire the communities within our company as well as those in which we serve by amplifying voices and perspectives to create a culture of belonging, ensuring inclusion, and fairness for all. We foster a culture of inclusion through: Talent, Education & Communication, Employee Groups and Celebration.Position OverviewThe Retail IT Analyst provides dedicated technical support for Retail Stores. This includes POS computer systems, hardware, and software via telephone, email and chat tools. This position is fast-paced and multi-task intensive, requiring excellent decision making and top-notch customer service skills. Working as part of a team, successful candidates will share their values and have an interest in working with the latest technologies to provide exceptional customer service to all Retail Stores in North America, EMEA and some countries in APAC.Essential Duties & ResponsibilitiesGeneral:o Serve as the first point of contact to Retail Stores seeking assistance for POS hardware, software, workstations, printers, time clocks, UPS units, mobile devices, interactive screens or other Retail technical issues.o Responsible for 24/7 support of applications for Retail Stores and participating on a rotating on-call schedule for off-hour/weekend supporto You have a logical approach and process to problem solvingo Participate in product/process updates and create documentation on the same.o You are proactive in driving issues to closure and collaborate with peers to resolveo You possess strong communication skills to convey problems to your team and colleagueso Understand how problems affect other areas of the organization outside of the IT spaceo You can create thorough technical documentation to leveraged by development and support teamso You have intermediate knowledge of reporting on CRM tools (ex. ServiceNow) and creating dashboards.o You take independent action, do things before being asked or forced by events.o You develop creative solutions and innovation ideasOperational:o Be an advocate for customer requests; maintain ownership of request and follow through consistently to resolutiono Increase Retail Stores satisfaction by increasing First Contact Resolution (FCR) rate.o Review open ticket queues and close tickets upon resolution dailyo Understands how to triage and prioritize issues and escalate problems to managemento Stay current with system information, changes and updatesExperience, Skills & Knowledge

Windows 2016/ 2019 & Windows Server

POS (Point of Sale)

POS scanners

Receipt printers

Barcode scanners

Experience in support and configuration of Microsoft Office, Microsoft Windows, and basic network troubleshooting

Experience in ServiceNow, Active Directory, O365, Xstore, SQL, Oracle

Ralph Lauren

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