CCET Job Description
Do you want to be a part of a collaborative team for a growing eCommerce company? We are looking to grow our Call Center IT Support Team by bringing on talented, motivated individuals looking for a broad scope of technical support. Our Service Engineers play a critical role in providing direct technical assistance to Wayfair’s employee user base via phone, ticket, email, and remote support interactions while maintaining a persistent point of contact between business and technology staff. This team also plays a crucial role in handling and resolving complex technical issues in the areas of product functionality, architecture, and defect correction by achieving proficiency across Wayfair’s expansive internal software toolset and swiftly and seamlessly transitioning issues to Infrastructure and Software engineering support when applicable.
Responsibilities:
Provide First level support to Wayfair employees for all IT-related concerns and technologies such as Windows desktops and Windows Server, Google Workspace, Active Directory, Cisco products, VOIP telephony, and proprietary order management systems.
Maintain, analyze, and troubleshoot hardware, software, and computer peripherals
Ensure Call Center personnel are able to utilize their hardware and software; Cisco phones both hard phones and softphones, Cisco Finesse, Calabrio Call Recording, and Headsets.
Support internally developed software tools that enable Call Center personnel to complete orders being placed by Wayfair customers
Utilize Microsoft SCCM to image PCs and deploy software
Support conference room equipment and prepare rooms for teams, vendors, and company-wide events.
Deploy, configure, and maintain equipment.
Field phone calls or chats throughout the day from internal employees.
Troubleshoot and support our Ethernet networks (LAN/WAN) and VPN connectivity
Help seek out and implement ways to make all systems and processes more efficient
Monitor and prioritize various incoming emails, phone calls, and alerts through our ticketing system
Responsibilities can vary as business needs evolve.
Qualifications:
A high degree of technical aptitude and troubleshooting skills
Solid understanding of Microsoft technologies - Active Directory experience, including user/computer, user profile, and Group Policy Object management
A strong sense of customer service, attention to detail, and desire for organization
Experience in a helpdesk or other service-oriented IT role is a plus
Scripting/automation experience with Powershell, SQL, VBScript, PHP is a plus
Able to lift 20/30/50 pounds regularly
Attributes:
Excellent interpersonal and team-building skills – willingness to work as part of a large group
A positive, people-oriented, and energetic attitude
An analytical, creative, and innovative approach to solving problems
An interest in working hard and being challenged in a fast-paced environment, and having fun while doing it
About Wayfair Inc.
Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston or Berlin, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking.
No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information.