Description

At Bath & Body Works, everyone belongs. We are committed to creating a diverse, equitable and inclusive culture focused on delivering exceptional fragrances and experiences to our customers. We focus on recruiting, retaining, and advancing diverse talent where our associate population is as diverse as the communities we serve, live and work. In addition, we work to improve our communities and our planet in a way that will make us proud for years to come because we believe the world is a brighter, happier place when everyone has access to the things that make them happy Title: STS Specialist
Phone heavy position, must have excellent communication skills (French is NOT required for this role). This is a high-quality customer service support role that implements strong interpersonal and administrative skills to ensure resolutions to all Bath & Body Works stores for hardware, software, and procedural processes. May also include supporting Home Office users with their technical issues. Responsibilities:

• Provides resolutions for stores by isolating problems, researching solutions, and conducting them through corrective steps.
• Properly documents accurate and detailed information regarding issues, troubleshooting steps, and resolutions or escalations.
• Utilizes probing questions to detect the root cause of an issue to initiate a specific troubleshooting process.
• Investigates current system information, updates, and outages to stay current with policies and procedures.
• Maintains strong verbal communication and customer service skills under escalations of emergency and non-emergency situations.
• Executes an accurate and efficient troubleshooting process to conclude resolutions for each issue.
• Identifies and reports problem trends with STS (Store Technology Services) Analysts to track and resolve current, and future problems.
• Provides technical support to corporate associates via email and other means of communication.
• Obtains increased understanding of POS equipment and procedural processes used by stores.

Qualifications

• Strong customer service, interpersonal, verbal and written communication skills.
• Successful completion of service at a minimum of “Meets Expectations” position for 6– 12months.
• Successful completion of an appropriate course of study or graduation from an accredited college or trade school or equivalent experience in related industry.
• Previous experience in a help desk environment.
• Minimum 3 years’ experience in related field.
• Basic understanding of various hardware and network configurations.
• Preferred knowledge of Apple iOS and software, including handheld equipment, i.e. phones, tablets, etc.
• Detailed knowledge of Point-of-Sale hardware and software configurations.
• Detailed knowledge of Microsoft applications and operating systems.
• Detailed knowledge of telecommunications hardware, wiring and services.
• Detailed understanding of remote access systems.
• AVAILABILITY: Open with at least 1 weekend day worked. Mandatory workdays such as Black Friday and Candle days during Holiday.

Core Competencies

• Lead with Curiosity & Humility
• Build High Performing Teams for Today & Tomorrow
• Influence & Inspire with Vision & Purpose
• Observe, Engage & Connect
• Strive to Achieve Operational Excellence
• Deliver Business Results Benefits
  We invite you to join Gingham Nation, where we invest in our associates through competitive compensation, benefits, and development opportunities, so they can continue to be their best at work, at home, and in their communities. Benefits offered to our eligible associates include a no cost mental health and well-being program, health coverage with a variety of plans to choose from, flexible and affordable saving programs, paid time off and a merchandise discount. Visit bbwbenefits.com for details. View Benefits Information

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required. We will consider for employment all qualified applicants, including those with arrest records, conviction records, or other criminal histories, in a manner consistent with the requirements of any applicable state and local laws. Please see links: Los Angeles Fair Chance In Hiring Ordinance, Philadelphia Fair Chance Law, San Francisco Fair Chance Ordinance. We are an equal opportunity and affirmative action employer. We do not make employment decisions based on an individual’s race, color, religion, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, marital status, pregnancy, genetic information, protected veteran status or any other legally protected status, and we comply with all laws concerning nondiscriminatory employment practices. We are committed to providing reasonable accommodations for associates and job applicants with disabilities. Our management team is dedicated to ensuring fulfillment of this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, associate activities and general treatment during employment. We only hire individuals authorized for employment in the United States. Application window will close when all role(s) are filled.