- Location
- Customer Support Center, United States of America
- Workplace
- Remote
- Type
- Full-time
- Department
- IT
- Experience
- 2+ years
- Education
- Associate
- Source
- Workday
Description
At DICK’S Sporting Goods, we believe in how positively sports can change lives. On our team, everyone plays a critical role in creating confidence and excitement by personally equipping all athletes to achieve their dreams. We are committed to creating an inclusive and diverse workforce, reflecting the communities we serve.
If you are ready to make a difference as part of the world’s greatest sports team, apply to join our team today!
OVERVIEW:
At DICK’S Sporting Goods, we take a people-centric approach to everything we do. Our Athletes, how we refer to customers, and our Teammates, how we refer to our employees, are at the center of every decision we make so that we can provide transformational experiences online, in store, and in sport. When you join Technology at DICK’S Sporting Goods, you’re joining a true team that wins together. We help our Athletes and fellow Teammates better their best by innovating solutions to interesting business problems and empowering every Technology Teammate to be an innovator. And, while we work remotely from all over the United States, we provide virtual and in-person events for the team to hangout, from virtual escape rooms to cheering on the Pittsburgh Pirates at beautiful PNC Park.
Job Duties and Responsibilities:
Customer Service
Carry out standard customer service activities and handle simple customer inquiries following predefined scripts.
Record the call in an ITSM ticket.
Follow up on call, if needed. Complete all tasks or escalate within the predefined SLA/ SLO.
Change Control Management
Learn the department's change control policies.
Learn how your position fits into the change process.
Able to execute simple change requests and task within the change window defined in the change control.
Processes and Procedures
Learn processes and procedures for your position.
Become familiar with the SOP repository.
Ability to follow simple SOP for issues and alerts.
Escalate within your team.
ITSM, ITIL and Reporting
Knowledge of the concepts of ITSM and ITIL.
Ability to learn how to use the DSG ITSM tool for incidents and requests.
Learn how ITIL concepts are used at DSG.
Project Work
Ability to work within a team to complete simple projects run by the team.
Make suggestions and contributions about the project to the team.
Ongoing Learning and Development
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential.
Maintain an in-depth understanding of technology and industry best practices through ongoing education and reading specialist media.
Continuous Improvement
Contribute to reviewing existing operations in own area of work and generate new ideas to assist in identifying continuous improvements.
QUALIFICATIONS:
Computer Trade School or Associate Degree or Higher
2+ years of experience
VIRTUAL REQUIREMENTS:
At DICK’S, we thrive on innovation and authenticity. That said, to protect the integrity and security of our hiring process, we ask that candidates do not use AI tools (like ChatGPT or others) during interviews or assessments.
To ensure a smooth and secure experience, please note the following:
Cameras must be on during all virtual interviews.
AI tools are not permitted to be used by the candidate during any part of the interview process.
Offers are contingent upon a satisfactory background check which may include ID verification.
If you have any questions or need accommodations, we’re here to help. Thanks for helping us keep the process fair and secure for everyone!
