Technician 2 - Contact Center Support Team

As a Technician 2 on the Contact Center Support Team at Nordstrom, you will play a crucial role in ensuring the smooth operation of our support groups. You will provide technical support to our Customer Service teams, primarily working from home, and occasionally interact directly with customers to resolve technical issues. Your expertise will help maintain the tools and assistance needed to deliver exceptional service to our customers.

• Provide remote assistance to users for troubleshooting and system maintenance.
• Utilize work management systems to prioritize tasks and communicate issues to management.
• Protect customer data and intellectual property by implementing security controls.
• Analyze problems and create effective resolution plans using technical solutions.
• Perform maintenance activities to prevent equipment failures.
• Collaborate with teams on technology implementation efforts.
• Deliver within target SLA's on tickets, calls, and outreach on the Service Now platform.
• Respond to customer inquiries related to technical issues with clear communication.
• Serve as a technical liaison between customers and the internal IT team.
• Act as a role model and mentor to Technician 1’s.

• BA/BS in Computer Science or related field, or equivalent practical experience.
• 3+ years of experience in a service management industry.
• 3 years of technology support experience.
• Experience troubleshooting, testing, or repairing technical equipment.
• Familiarity with Windows 10/11, VMware, and home router/modem setup.
• Excellent problem-solving skills and aptitude to learn quickly.