Technician 2 – Contact Center Support Team

Technicians at Nordstrom are key to the success of operations that keep our support groups working effectively. The Contact Center Support team (End User Support) is seeking a qualified Technician 2 to provide technical support to our Customer Service teams who are primarily working from home, ensuring they have the tools and assistance needed to deliver exceptional service to our customers. Occasionally, our technicians will also interact directly with customers to resolve technical issues or provide guidance. Qualified candidates will be tech savvy, possess excellent communications skills, have analytical and problem-solving skills and a passion for providing exceptional customer service and support.

A day in the life…

• Provide assistance to users, guiding them remotely through troubleshooting and system maintenance.
• Utilize daily work management systems to prioritize backlog of work and communicate identified change issues to management and leadership teams.
• Protect the Nordstrom brand by ensuring that customer protected data and intellectual property is protected, minimize, or negate exposure to external breach or unauthorized access, and ensure all appropriate security controls/practices are implemented.
• Identify why a problem is occurring, analyze the appropriate data and create an effective plan for resolution using technical solutions, while utilizing knowledge-based articles (KB’s) while utilizing ITIL practices
• Perform maintenance activities to help prevent unexpected failures of technical equipment.
• Involvement with meeting technology implementation efforts, while collaborating with other teams
• Demonstrate understanding and consistently deliver within the target SLA’s on tickets, calls, and outreach on the Service Now platform.
• Demonstrate understanding of Project Management best practices.
• Possess knowledge of windows 10/11, VMware, home router/modem setup, iPhone/Android app troubleshooting.
• Occasionally respond to customer inquiries or concerns related to technical issues, providing clear and empathetic communication to resolve their problems.
• Serve as a technical liaison between customers and the internal IT team when necessary.
• Maintain professionalism and patience when assisting customers, ensuring their concerns are addressed effectively.
• Act as a Role model and Mentor to Technician 1’s.

You own this role if you have…

• Willingness to work 2pm to 10:30pm CST, with Sunday and Monday off.
• BA/BS in Computer Science, or a closely related field. An Associate Degree or equivalent practical experience will be considered
• 3+ years’ experience in a service management industry
• 3 years’ Technology Support Experience
• 3+ years’ experience troubleshooting, testing, or repairing technical equipment
• Familiarity/experience working with Windows 10/11, Dell Desktop/Laptop, VMware, home router/modem setup, iPhone/Android app troubleshooting.
• Excellent problem-solving skills and aptitude to learn quickly

We’ve got you covered…

Our employees are our most important asset and that’s reflected in our benefits. Nordstrom is proud to offer a variety of benefits to support employees and their families, including:

• Medical/Vision, Dental, Retirement and Paid Time Away
• Life Insurance and Disability
• Merchandise Discount and EAP Resources

A few more important points…

The job posting highlights the most critical responsibilities and requirements of the job. It’s not all-inclusive. There may be additional duties, responsibilities and qualifications for this job.

Nordstrom will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

Applicants with disabilities who require assistance or accommodation should contact the nearest Nordstrom location, which can be identified at www.nordstrom.com.

© 2022 Nordstrom, Inc

Current Nordstrom employees: To apply, log into Workday, click the Careers button and then click Find Jobs.

Pay Range Details

The pay range(s) below are provided in compliance with state specific laws. Pay ranges may be different in other locations.

California: $20.75 – $43.00 Hourly, Colorado: $20.75 – $34.25 Hourly, Connecticut: $20.75 – $41.25 Hourly, District of Columbia: $23.75 – $41.25 Hourly, Hawaii: $20.75 – $34.25 Hourly, Illinois: $20.75 – $34.25 Hourly, Maryland: $20.75 – $41.25 Hourly, Massachusetts: $20.75 – $41.25 Hourly, Minnesota: $20.75 – $34.25 Hourly, Nevada: $20.75 – $34.25 Hourly, New York: $20.75 – $43.00 Hourly, Rhode Island: $20.75 – $34.25 Hourly, Washington: $20.75 – $41.25 Hourly

This position may be eligible for performance-based incentives/bonuses. Benefits include 401k, medical/vision/dental/life/disability insurance options, PTO accruals, Holidays, and more. Eligibility requirements may apply based on location, job level, classification, and length of employment. Learn more in the Nordstrom Benefits Overview by copying and pasting the following URL into your browser: https://careers.nordstrom.com/pdfs/Ben_Overview_07-14_Full_Time_ES-US.pdf

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