This role requires in-office presence from Monday to Friday.

As an Associate in Tech Support you would be a part of the Employee Technology team and play a role in providing a frictionless end-user experience to Wayfairians by serving as the first technical contact for end user issue resolution.

This is an entry level position that provides the first point of exposure into the Wayfair Employee Technology team.

In this position, your primary role is to ensure proper initial technical troubleshooting has been accomplished and that the issues are properly documented, prioritized, categorised, and, as needed, escalated to the responsible technical tier for resolution or further follow up. You will also ensure the ticket life-cycle is managed, specifically that established SLAs are met or preferably exceeded, which includes escalation through the technical tiers as required, and that reports and dashboards used to track compliance and end user satisfaction are monitored and reacted to when established metric targets are at risk.

What You'll Do

• Serve as the first line of contact and provide best-in-class customer service, problem resolution and technical troubleshooting to customer queries via phone, ticketing system, chat, and regular monitoring of ET Slack channels
• Interact with end users in a courteous, friendly, and professional manner and listen attentively to customer needs and concerns; demonstrate empathy
• Use available resources to answer, evaluate and prioritize calls and chats from customers experiencing problems with hardware, software, and other computer-related issues.
• Ensure proper documentation of the issue and the Service Now ticketing system accurately reflects the issue, including priority and category
• Determine proper category of issue; route ticket to the appropriate resolution team
• Resolve issues within their skill set including basic troubleshooting, account resets, identifying obvious hardware failures
• Advising and working with the end user on basic preemptive troubleshooting tasks before escalating ticket to the appropriate tier for further resolution
• Route approved requests for hardware, track hardware requests status on behalf of the end user
• Provide proactive communication with the end user and update them on ticket status

What You'll Need

• Knowledge of basic computer operations (Windows / Apple)
• Work as part of a team as well as independently where required
• Strong interpersonal and communication skills, both written and verbal, while working with diverse audiences including business users, technical users, developers, etc.
• Experience responding to customer service requests
• Good time management skills to ensure that commitments are met within agreed targets
• A desire to learn and develop skills to accommodate a changing technology department