Requisition ID: 56001

Position:Full-Time

Luxottica is a global leader in the design, manufacture and distribution of fashion, luxury and sports eyewear. Our wholesale network covers more than 150 countries and our retail presence consists of over 7,200 retail stores across the globe.

In North America, our wholesale business is the home to global brands like Ray-Ban, Oakley, and many of the top fashion house brands. Our leading retail brands include; LensCrafters, Sunglass Hut, Pearle Vision, Target Optical and Sears Optical. We are also home to EyeMed, the fastest growing vision care company in the United States.

Supporting over 4,500 retail stores in North America, a career in our retail headquarters allows us to stay in touch with the end customer and use their ever-changing behaviors and preferences to shape our offerings of the best eyewear and services.

GENERAL FUNCTION

The Store Systems Analyst is responsible for production and support-oriented functions relating to store systems. The Store Systems Analyst must demonstrate advanced technical knowledge and skill of all current supported store systems (software and hardware). The Store Systems Analyst uses resource tools available to resolve issues related to store systems. The Store Systems Analyst serves as a resource for escalation of issues from Store Systems Support and partners with outside departmental groups to resolve outstanding issues for all brands

MAJOR DUTIES AND RESPONSIBILITIES

• Respond quickly to outages and high-level issues
• Inform NACC Management of issues and provide status of recovery efforts
• Research/analyze special data requests and address escalated support issues
• Review reports to determine first level call trends
• Document items uncovered during the support process. Gather relevant information and assist in recreating the issue on a test system
• Review data changes performed by Technical Support Specialists to ensure departmental standards and guidelines are followed
• Provide advanced technical training for Senior Technical Support Specialists and Subject Matter Experts
• Identify training opportunities with Store Systems Support associates and work with Store Systems Support Supervisors, Team Leads and Training Instructor
• Act as a consultant for Senior technical Support Specialists and Subject Matter Experts to resolve store support issues
• Develop new support procedures and provide up-to-date documentation on new group initiatives, tools and resources
• Drive first call resolution by providing feedback to Senior Technical Support Specialists and Technical Support Specialists
• Act as a liaison and provide knowledgeable support to brands
• Maintain list of current trends and issues and communicate issues to brands
• Respond quickly to escalations and communicate resolution efforts
• Diagnose, resolve or escalate Store System Support issues to appropriate team
• Communicate resolution to Technical Support Specialists
• Work to ensure open incidents are within service level guidelines
• Build/maintain strong understanding of store business needs; apply understanding as a consultant for other Luxottica departments
• Understand Store Systems Support business needs and how new initiatives might impact Store Systems Support
• Attend project meetings as a representative of Store Systems Support
• Produce reports or data findings for project team
• Takes a proactive approach to assigned area
• Provide after-hours support for production systems as required

BASIC QUALIFICATIONS

• 2+ yearsperience in store/point-of-sale systems support
• Bachelorsgree in Business, Computer Science, or 2-year technical degree or equivalent experience
• Strong customer service orientation
• Good written and oral communication skills
• Ability to work independently
• Good analytical and problem solving skills
• Proficient in the development and documentation of system procedures
• Good command of personal computer operations and use of PC tools and packages
• Ability to translate user problems into technical solutions

PREFERRED QUALIFICATIONS

• Store operations experience is helpful
• Well organized with a good attention to detail; quality assurance background is very helpful

Upon request and consistent with applicable laws, Luxottica will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process. To request a reasonable accommodation, please contact the Luxottica HR Solutions Group at 1-866-431-8484.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity or expression, citizenship, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law.

Call Center & Customer Service