Support analyst

• Provide a world-class support experience to our employees via phones, live chat, email, ServiceNow (our ITSM tool), in-person and any future channels
• Diagnose, troubleshoot, and resolve technology issues and concerns (Point of Sale (POS), in-store devices, printers, laptops, PC, Zoom room hardware + more)
• Learn, utilize, install and troubleshoot up to 350+ software applications with a wide range of complexity (Active Directory, Microsoft 365, Zoom, Workday, X-store, + more)
• Provide discovery, diagnosis, and level 1 network troubleshooting for stores and corporate offices
• Manage entire lifecycle of incidents through our ServiceNow tool, updating priority and providing accurate and timely updates to our employees
• Collaborate with Service Excellence and Cross-Functional Tech teams by providing detailed documentation on any incident that requires their support
• Action and fulfill access requests for employees
• Monitor the EHC incident queue and ServiceNow dashboards to identify opportunities to help teammates solve issues more efficiently
• Participate in ongoing learning and development opportunities and trainings as our technologies advance and our processes change
• Maintain and update Knowledge Base Articles using our ITSM tool, ServiceNow
• Communicate with external vendors to order new hardware, schedule technician visits and use escalation channels where needed
• Track trends to help identify Major incidents or problem tickets
• Adhere to our Standard Operating Procedures (SOP) and aim for excellence in our key performance metrics (Customer Satisfaction, Service Level Agreements, Mean Time to Resolve and Speed to Answer)
• Commitment to the betterment of the EHC through collaboration and honest, timely feedback to peers, leadership and partners
• Shift flexibility - We provide support for international stores 24/7 with 18/7 coverage in the office, so the flexibility to work evenings and weekends is necessary

• Excellent interpersonal skills: The ability to foster connections and build trust while gathering relevant information
• Friendly, upbeat, and optimistic with an interest or passion in tech, continuous learning, creative problem solving and collaboration
• Proactive in communication where there may be issues or support is needed
• A clear, honest, and kind communicator with strong verbal and written communication skills
• Acknowledges the presence of choice in every moment and takes personal responsibility
• Possesses an entrepreneurial spirit and continuously innovates to achieve remarkable results
• Integrates fun and joy as a way of being and working (does not take themselves too seriously)
• Excels at managing and prioritizing tasks in a fast-paced environment
• Demonstrated excellence in customer service experience
• Demonstrated ability to communicate effectively and professionally via phone, email, and in-person
• Proven ability to prioritize and organize multiple tasks
• Familiarity with Microsoft (Office 365)
• Background or education in a technical field is a plus

Background or education in a technical field

• Highly competitive market hourly rates
• A 6 month contract with a strong probability of extension
• Remote interview process