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Technology Production Support Associate at Reformation
Customer Service | Full time
Job details
Who We Are:
We are a future focused organization committed to the belief that the problems facing our planet and society can be solved through innovation, common sense and education. Being naked is the #1 most sustainable option. We're #2.
Here at Ref, we put people first. We know that you can't innovate and do cool stuff without having everyone on board. So we work to create a culture where everyone feels like they belong and where their voices are truly valued. We build an inclusive culture together and make a real impact along the way.
We are currently seeking a motivated, hands-on and customer oriented Production Support Associate to join our growing tech team. In this role you will be supporting the Production Support Manager and IT/Helpdesk team. You will also work directly with the Engineering, Customer Love and product teams to ensure technical support and issue resolution for the entire company. You will report to the Production Support Manager and be a key member of the production support team.
- Collaborate with other supporting teams (Engineering, Customer Love System Operations, QA, Helpdesk, Technical Solutions, etc).
- Responsible for resolving all reported issues: prioritize, consolidate, escalate and follow up
- Adhere to SLAs and processes for issue handling
- Troubleshooting new issues to facilitate solutions
- Write clear, concise and comprehensive knowledge articles for common issues; update and maintain
- Identify, record, document thoroughly and track bugs
- Learn processes and systems between and within departments that rely on technology, and look for opportunities for improvement.
- Minimum of 3 years of IT production support experience
- Experience with various browser and operating system testing, including mobile platforms
- Strong communication skills
- Ability to multitask and prioritize workload
- Experience working in an Agile/Scrum development process
- Experience with Jira and ServiceDesk or similar software
- You are a problem solver and a forward thinker
- You are a self-starter: you thrive on taking ownership of initiatives with limited oversight
- You have excellent time management and you know how to manage multiple priorities
- You have great communication skills, both verbal and written
Benefits & Perks:
- Health, vision, and dental insurance for eligible employees
- Paid vacation, sick, holidays & volunteer time-off for eligible employees
- Mission based company + casual and entrepreneurial work environment
- Clothing discount, dog-friendly office, company events + parties and much more
- 401K with company match
The Reformation is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, disability, or protected veteran status
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