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211400 Requisition #

The Analyst – Customer Care Support is responsible for partnering with internal and external teams to solve customer-facing issues, by supporting the health and continual maintenance of all CSR systems to ensure all IT operations run smoothly at our corporate office, support centers, and distribution centers.  Applicants are expected to be a “jack-of-all trades” and must have the capability to manage multiple systems and keep them running efficiently on day-to-day basis.  


RESPONSIBILITIES:

  • Assist with customer care support by partnering with our Distribution Centers and Business Partner Outsourcing centers to mitigate and solve technology based challenges
  • Partner with internal stakeholders to overcome support challenges and communicate status to business partners
  • Act as liaison between Technology teams, Customer Care department, and third-part vendors to advance and support Customer Care systems
  • Identify sensitive issues and potential escalations, and relay to appropriate internal teams ensuring customers are helped in a quick and thorough manner
  • Serve as a subject matter expert on customer care and all customer care systems with in-depth knowledge of AEO customers and their interactions and experiences in store and/or online
  • Maintain all systems and take preventative measures to ensure least possible risk of system downtime
  • Coordinate and schedule necessary maintenance with IT partners and third party vendors
  • Improve system performance by ensuring product updates are executed
  • Triage all user issues across internal and external partners, including systems access issues
  • Perform periodic performance reporting to support capacity planning
  • Participate in technical research and development to enable continuous innovation within the infrastructure
  • Assist with projects including definition of needs, research and development, technical analysis and support of operations staff in executing, testing and launch
  • Create, change, and delete user accounts per request
  • Maintain SOP documentation to include system standards and triage protocol
  • Additional projects and responsibilities as assigned

QUALIFICATIONS:

  • Bachelor’s Degree with a technical major such as Information systems or computer science
  • 3+ Years system administration experience
  • High degree of proficiency MS Office Suite, Outlook & Internet applications
  • Strong analytical, prioritizing, interpersonal, problem-solving, presentation, & planning skills
  • Strong verbal and written communication skills
  • Demonstrated collaborative skills and ability to work well within a team
  • Ability to work with and influence peers and senior management
  • Ability to work in a fast-paced and deadline-oriented environment
  • Ability to work overtime and weekends as needed
  • Self-motivated with critical attention to detail, deadlines and reporting

American Eagle Outfitters is an Equal Opportunity Employer

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