Requisition ID: 789540
Position:Full-Time
Total Rewards: Benefits/Incentive Information

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 9,100 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, and Target 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

MAJOR DUTIES AND RESPONSIBILITIES

• Diagnoses/Resolves problems through both questioning techniques and through the use of "remote diagnostics". Assists by giving correct resolutions in a clear, concise and courteous manner
• Interprets error messages from system software or application programs; initiates required actions.
• Places necessary service calls and follows through to completion with both service contractor and Support Center Customer.
• Escalates unresolved calls to second level support and follows through to completion.
• Assists with proofing documentation/procedures relating to supported systems.
• Develops procedures for Support Center.
• Records all communications relating to associates' questions/problems into call tracking.
• Proofs and tests procedures prior to implementation.
• Assists in training users in the operation of supported systems.
• Assists in the development of training programs for supported systems.

BASIC QUALIFICATIONS

• High School Diploma
• Direct involvement with Customer Service experience
• Computer systems experience
• Strong communication skills, both oral and written
• Good problem solving skills
• Good organization skills with strong attention to detail
• Pleasant phone manners
• Computer hardware and software knowledge
• Strong Customer Service orientation
• Flexibility to work varied schedules, including evenings and weekends and to carry Emergency Paging Device as scheduled

PREFERRED QUALIFICATIONS

• College degree
• 1+ years’ experience
• Point of Sale Environment/Retail experience

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 call the Luxottica Ethics Compliance Hotline at 1-888-887-3348 (be sure to provide your name and contact information so that we may follow up in a timely manner).

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, 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. Native Americans receive preference in accordance with Tribal Law.