Job Description
Full job description
Why You Belong Here
At Victoria’s Secret & Co, you’ll join a world-leading specialty retail brand recognized globally for innovation and excellence in lingerie and fashion. You’ll work alongside industry leaders to set the standard for what a retail brand can achieve, placing customers at the center of everything we do to create products and experiences that bring them joy.
We believe everyone deserves a place where they truly belong. We celebrate individuality and know that your passion, experience, and unique perspective strengthen our team and business. Here, you’ll be empowered to perform, grow, and engage through unmatched opportunities to develop your skills, gain real-world experience, and learn from the best in the business.
Description
POSITION TITLE: Technology Support Specialist
OVERVIEW:
In this role you will provide Level 1 technology support to our VS&Co, Home office associates and Retail Stores through various channels such as phone, email, web portal, and voicemail.
The Service Desk runs 24*7, throughout the year.
As a Technology Support Specialist, you will join a team responsible for providing break fix support and timely resolution. It is critical that we cultivate a supportive and inclusive work environment to strengthen our workforce and better reflect overall service to our customers. We are committed to retaining associates, attracting diverse talent, empowering the growth and advancement of all our associates.
RESPONSIBILITIES:
You will be responsible for answering all incoming contacts from the Home Office and Stores.
Create, Document, and Categorize incidents appropriately
Effectively troubleshoot to resolve the incidents
Escalate incidents and assign them to the next level of support, as needed
Meet or exceed Service Level agreements, Objectives & Goals and ensure Process Compliance.
Proficiency in resolving issues related to Windows, MAC, and Point of Sale devices.
Identify potential issues and report appropriately to avoid future escalation.
To be responsible for updating and seeking resolution for unresolved Service Desk interactions.
Initiate service calls with vendors and provide follow-up with appropriate groups.
Provide feedback to build the knowledgebase and continue to remain educated through internal training, process, and technology updates.
Utilize supplied tools to manage personal schedules and adhere to time and attendance guidelines.
Utilize Individual scorecards, for weekly, monthly, and quarterly self-reviews.
Exhibit a flexible approach to working on a rotational basis and provide necessary cover where needed.
Ability to collaborate well with internal and external workgroups.
Train and mentor cross functional partners when possible.
To participate in the Annual Performance Development Review Process.
Participate and support Associate Opinion Survey initiatives.
Look at opportunities to improve internal processes and ensure we add value to the support we provide while being passionate about our customers.
To Foster a culture of curiosity and drive Innovation within the team.
Focus on goals to maintain high-quality of service, enable success, and win at holiday.
Qualifications
Qualifications - External
Skills
Attributes
Essential Requirements
Desirable Requirements
Education/Qualification
High School Diploma, GED (US Only)
Any Graduation with fluency in English (India)
Some college course work or relevant coursework toward technical certification (CompTIA A+, Network+)
Experience/Knowledge
Earlier experience of working in an IT/Customer support role.
Demonstrable experience of Microsoft Windows and MAC client operating systems as well as various software packages including Microsoft Office.
Excellent IT skills and computer literacy.
Working experience with at least one of the Service Management tools
2-5 years of experience in the current role (India)
Minimum 6 month (US only location)
Experience of the following:
VMWare Virtual Desktop Infrastructure (VDI)
Office 365
Active Directory and Remote support tools
Retail Industry – Domain Knowledge preferred
Personal Requirements
Ability to communicate effectively with a wide variety of people in a professional manner, either face to face, on the telephone and in writing.
Ability to demonstrate practical troubleshooting and problem analysis techniques.
Good attention to detail and ability to show initiative.
Ability to prioritize, manage and perform under pressure to meet SLA’s.
Excellent knowledge of Customer Service best practices.
Stable internet connectivity to be able to work remotely, as needed.
A quiet workspace when working away from the office.
Why You Belong Here
At Victoria’s Secret & Co, you’ll join a world-leading specialty retail brand recognized globally for innovation and excellence in lingerie and fashion. You’ll work alongside industry leaders to set the standard for what a retail brand can achieve, placing customers at the center of everything we do to create products and experiences that bring them joy.
We believe everyone deserves a place where they truly belong. We celebrate individuality and know that your passion, experience, and unique perspective strengthen our team and business. Here, you’ll be empowered to perform, grow, and engage through unmatched opportunities to develop your skills, gain real-world experience, and learn from the best in the business.
Description
POSITION TITLE: Technology Support Specialist
OVERVIEW:
In this role you will provide Level 1 technology support to our VS&Co, Home office associates and Retail Stores through various channels such as phone, email, web portal, and voicemail.
The Service Desk runs 24*7, throughout the year.
As a Technology Support Specialist, you will join a team responsible for providing break fix support and timely resolution. It is critical that we cultivate a supportive and inclusive work environment to strengthen our workforce and better reflect overall service to our customers. We are committed to retaining associates, attracting diverse talent, empowering the growth and advancement of all our associates.
RESPONSIBILITIES:
You will be responsible for answering all incoming contacts from the Home Office and Stores.
Create, Document, and Categorize incidents appropriately
Effectively troubleshoot to resolve the incidents
Escalate incidents and assign them to the next level of support, as needed
Meet or exceed Service Level agreements, Objectives & Goals and ensure Process Compliance.
Proficiency in resolving issues related to Windows, MAC, and Point of Sale devices.
Identify potential issues and report appropriately to avoid future escalation.
To be responsible for updating and seeking resolution for unresolved Service Desk interactions.
Initiate service calls with vendors and provide follow-up with appropriate groups.
Provide feedback to build the knowledgebase and continue to remain educated through internal training, process, and technology updates.
Utilize supplied tools to manage personal schedules and adhere to time and attendance guidelines.
Utilize Individual scorecards, for weekly, monthly, and quarterly self-reviews.
Exhibit a flexible approach to working on a rotational basis and provide necessary cover where needed.
Ability to collaborate well with internal and external workgroups.
Train and mentor cross functional partners when possible.
To participate in the Annual Performance Development Review Process.
Participate and support Associate Opinion Survey initiatives.
Look at opportunities to improve internal processes and ensure we add value to the support we provide while being passionate about our customers.
To Foster a culture of curiosity and drive Innovation within the team.
Focus on goals to maintain high-quality of service, enable success, and win at holiday.
Qualifications
Qualifications - External
Skills
Attributes
Essential Requirements
Desirable Requirements
Education/Qualification
High School Diploma, GED (US Only)
Any Graduation with fluency in English (India)
Some college course work or relevant coursework toward technical certification (CompTIA A+, Network+)
Experience/Knowledge
Earlier experience of working in an IT/Customer support role.
Demonstrable experience of Microsoft Windows and MAC client operating systems as well as various software packages including Microsoft Office.
Excellent IT skills and computer literacy.
Working experience with at least one of the Service Management tools
2-5 years of experience in the current role (India)
Minimum 6 month (US only location)
Experience of the following:
VMWare Virtual Desktop Infrastructure (VDI)
Office 365
Active Directory and Remote support tools
Retail Industry – Domain Knowledge preferred
Personal Requirements
Ability to communicate effectively with a wide variety of people in a professional manner, either face to face, on the telephone and in writing.
Ability to demonstrate practical troubleshooting and problem analysis techniques.
Good attention to detail and ability to show initiative.
Ability to prioritize, manage and perform under pressure to meet SLA’s.
Excellent knowledge of Customer Service best practices.
Stable internet connectivity to be able to work remotely, as needed.
A quiet workspace when working away from the office.
💡 Quick Summary
Seeking a career-building opportunity? The Technical Specialist position is now open for candidates interested in the Work from home Jobs sector. This role in Bangalore offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Work from home Jobs is a plus.
