URBN Retail Support Analyst - #740645

URBN Outfitters, Inc.


Date: 01/14/2022 21:30 PM

City: Gap, Pennsylvania

Contract type: Full Time

Work schedule: Full Day

The Retail Support Analyst position is accountable for day-to-day operations and support of all activities surrounding incident management and delivery SLA’s for retail stores and corporate office users.


Responsibilities:

  • Managing incoming tickets through all medium (portal, phone, email, chat, etc.) providing initial troubleshooting and triaging and either resolving or escalating as necessary
  • Responding to all incident requests from stores and business partners to meet or exceed established Service Level Agreements (SLAs)
  • Maintaining day to day contact with team members for issue trends
  • Familiarize and contribute to continuous improvement methodologies in day-to-day policies and procedures with other IT Support teams to provide decreased incidents from retail stores and corporate office users.
  • Being customer-focused with the ability to remain positive & professional in difficult situations
  • Being dependable, flexible and showing a strong work ethic


Required Skills:

  • Basic understanding of Windows operating systems and general computer operations
  • Capable problem analysis skills
  • Ability to function as a team member in a fast-paced support environment
  • Excellent oral and written communications


Personal characteristics:

  • High sense of pride in driving issues to resolution, ownership in delivering excellent service and ability to recognize trending issues with recommendations for resolution
  • Enthusiasm about problem solving
  • Must be a team player
  • Must have personal commitment to excellence and integrity
  • Exhibits strong personal and moral character
  • Ability to lift up to 50 pounds.

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