Experienced IT Support Associate - Technical Troubleshooting and Customer Service Expert for Wayfair's Employee Technology Team

Join Wayfair's Innovative Team as an Associate Technician, IT Help Desk

Wayfair, a leading American e-commerce company specializing in home goods and furniture, is seeking a highly skilled and experienced IT Support Associate to join its Employee Technology team. As a Technical Support Associate, you will be the first point of contact for end-users requiring technical assistance, providing top-notch customer service, issue resolution, and technical troubleshooting.

About the Role

The Technical Support Associate is a crucial function within Wayfair's Employee Technology crew, ensuring a seamless end-user experience. As an entry-level position, it provides an excellent opportunity for individuals to gain exposure to the company's technology team and develop their skills in technical troubleshooting and customer service.

Key Responsibilities

• Serve as the first line of contact and provide best-in-class customer support, issue resolution, and technical troubleshooting to end-user queries via phone, ticketing system, chat, and regular monitoring of IT Slack channels.
• Interact with end-users in a courteous, friendly, and professional manner, demonstrating empathy and attentively listening to their needs and concerns.
• Utilize available resources to respond to, investigate, and prioritize calls and chats from end-users experiencing issues with hardware, software, and other computer-related problems.
• Ensure accurate documentation of issues and maintain the Service Now ticketing system to reflect the issue, including priority and categorization.
• Determine the appropriate classification of issues and route tickets to the correct resolution team.
• Resolve issues within your ability set, such as basic troubleshooting, account resets, and identifying apparent hardware failures.
• Collaborate with end-users on basic preemptive troubleshooting tasks before escalating tickets to the appropriate tier for further resolution.
• Route authorized requests for hardware and track hardware request status on behalf of end-users.
• Provide proactive communication with end-users, updating them on ticket status.

Essential Qualifications

To be successful in this role, you will need:

• A Bachelor's degree in a relevant field.
• Knowledge of basic computer operations (Windows/Apple).
• Strong interpersonal and communication skills, both written and verbal, when working with diverse audiences, including business customers, technical customers, and developers.
• Experience responding to customer support requests.
• Good time management skills to ensure meeting commitments within the time limit.
• A desire to learn and develop skills to adapt to a changing technology landscape.

Preferred Qualifications

While not mandatory, the following qualifications are highly desirable:

• Previous experience in an IT help desk or technical support role.
• Familiarity with IT service management tools, such as Service Now.
• Strong analytical and problem-solving skills.

Skills and Competencies

The ideal candidate will possess:

• Excellent customer service and communication skills.
• Strong technical troubleshooting and problem-solving abilities.
• Ability to work independently and as part of a team.
• Adaptability and willingness to learn new technologies and processes.
• Strong time management and organizational skills.

Career Growth Opportunities and Learning Benefits

As a Technical Support Associate at Wayfair, you will have the opportunity to develop your skills and advance your career within the company's technology team. You will be exposed to a dynamic and innovative environment, with access to training and development programs to enhance your technical and professional skills.

Work Environment and Company Culture

Wayfair is committed to providing a positive and inclusive work environment that fosters collaboration, creativity, and growth. As a remote worker, you will be part of a distributed team that values flexibility, work-life balance, and employee well-being.

Compensation, Perks, and Benefits

Wayfair offers a competitive compensation package, including:

• A hourly salary range of $20-$30.
• A comprehensive benefits package, including medical, dental, and vision insurance.
• Opportunities for career growth and professional development.
• A dynamic and inclusive work environment.
• Flexible work arrangements, including remote work options.

About Wayfair

Wayfair is a leading American e-commerce company specializing in home goods and furniture. Founded in 2002, the company has grown to become one of the largest online retailers in the United States, offering a wide selection of products, competitive prices, and convenient online shopping experiences.

Why Join Wayfair?

By joining Wayfair's Employee Technology team as a Technical Support Associate, you will be part of a dynamic and innovative company that is shaping the future of e-commerce. You will have the opportunity to develop your skills, advance your career, and contribute to the company's continued growth and success.

If you are a motivated and experienced IT professional looking for a challenging and rewarding role, we encourage you to apply for this exciting opportunity.

Apply now and take the first step towards a fulfilling career at Wayfair!