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Rocklin, California - USD Full Time Posted: Thursday, 7 December 2017
In GapTech, we are obsessed with our internal customers' success. We set the bar high and our goal is to always deliver value to our customers and exceed their expectations. This Customer Support IT Administrator III role is part of the Customer Success Organization which plays a crucial role in reducing the impact technology has on our internal customers. The Customer Support IT Administrator III is a key role in a service focused organization that acts with empathy, urgency and strong drive to deliver the highest quality results and improve customer experience. The IT Administrator III is expected to share knowledge and build key processes between the Customer Support Team and the Service Desk Team.

Within the Customer Support organization, the primary focus on this IT Administrator III is to ensure that the customer technology needs are met quickly and efficiently and helps to lead the team to deliver delightful service by going above and beyond our customers' expectations. This role will help to identifying opportunities to eradicate in our environment and will work within the Customer Success team sharing knowledge, build processes and find solutions that improve our service delivery within the different service channels. They will also lead a team to ensure daily deliverables are met, providing an end to end delightful experience. Their aim is to provide excellent customer service and support that delights customers and consistently exceeds expectations.

The Customer Support IT Administrator III can either be in San Francisco, CA or in Rocklin, CA, and will collaborate with key stakeholders across different geographical campuses. This role is a Matrix role with both Service Desk and Customer Support and will have direct reports.

Organizational Leadership

. Lead a team of Customer Support team members for delivery of incident management support (break/fix) and problem management.

. Provide exceptional IT support to internal customer across geographical locations, ensuring a high level of customer satisfaction on an ongoing basis.

. Through cross functional engagement, it will require collaboration and influencing other teams to drive a seamless customer experience to increase customer productivity, efficiency, and overall delighting our customers.

. This role requires an in-depth knowledge of customer support operations and ability to think with a growth mindset to improve the overall customer experience and drive results.

. Collaboration with the customer support trainers in guiding and training various teams across different matrices in resolving problems and responding to queries.

. Strives for consistency in execution and end result across Customer Support and Service Desk Teams.

Key Responsibilities

. Work closely with all Customer Success teams to deliver the highest end to end service across all desk, channels, and cross functional teams.

. Work with Customer Success leadership teams to define, implement, and manage customer experience best practices, based on insight into customer behaviors and expectations.

. Identifies new opportunities and develop solutions through a high level of collaboration that drive customer experience values for Customer Success

. Expands problem management across all service channels, to analyze and identify what is impacting customers and the service expectations.

. Partnership with Customer Success Leaders to drive solutions with Information Security, Engineering, and Security to promote a workflow productivity and efficiency.

. Consistent delivery against our Customer Success metrics of success, which including NPS and SLA.

. Document processes and solutions within our ServiceNow tool and promote best practices to share information.

Key Experiences

. Minimum of 6+ years of relevant experience in IT support.

. Minimum of 1-2 years in a lead type role.

. Experience with Corporate IT support environment

. Experience working in a highly Matrix environment

. Tolerance for ambiguity in a constantly changing environment

. Appropriate sense of urgency and ability to make timely decisions

. High energy level and creative problem-solving abilities.

. Excellent verbal, written and interpersonal communication skills with ability to present complex ideas in clear, concise fashion to technical and non-technical groups

. Proven analytical, evaluative, and problem-solving abilities.

. Self-motivated team player

. Thorough understanding of services desk and customer support environment

. Must be willing and able to travel to all Gap Inc. Service Desk and HQ locations in the United States and International



Rocklin, California, United States of America
IT, Office and Admin
The Gap
The Gap
12/7/2017 7:07:53 AM

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Rocklin, California