Technical Support - RC

At National Vision we believe everyone deserves to see their best to live their best. We help people by making quality eye care and eyewear more affordable and accessible.

National Vision is one of the largest optical retail companies in the United States with over 1,300 stores in 44 states plus the District of Columbia and Puerto Rico. We operate five retail brands: America’s Best Contacts & Eyeglasses, Eyeglass World, Vision Centers inside select Walmart stores and Vista Optical inside Fred Meyer stores and on select military bases. We employ over 14,000 people including a network of over 2,000 optometrists. We offer an innovative culture where training is a priority, hard work is praised, and career growth is a reality.

National Vision is currently looking for a Technical Support Representative to join our growing team!

This is a onsite role in our offices in Lawrenceville, GA

Supports retail store associates and doctors through technical hardware and software issues within the remote exam process.

What Would You Do? The Specifics.

• Troubleshoots basic and advanced software/hardware issues with internal customers via phone, emails, or remote access tools to support ticketing system requests and remote desktop support.
• Maintains and increases job knowledge on all applicable applications and hardware via training, documentation and personal research.
• Works with remote care team to resolve hardware, software, and network related requests.
• Guides the user though an appropriate diagnostic procedure via telephone or remote access software to determine the nature of the problem and escalates/prioritizes for problem resolution with the appropriate departments.
• Supports Stores, Remote Doctors (remote exams and equipment), and Digital Optometrics (remote exams and equipment) with diagnosing, troubleshooting, resolutions, and escalations if needed of issues.
• Documents all calls into Serve (call tracking software) including details of problem, escalations and resolution.
• Provides outstanding support to all customers and other company departments as needed.

Additional Skills

• Intermediate: Spreadsheet, Word Processing/Typing. Required
• Basic computer network knowledge. Preferred
• Must be able to type 40 WPM. Required
• Ability to work at least 1 Saturday a month. Required
• Ticket system (ServiceNow) Required
• Must have good understanding of computer operating systems including Windows. Required
• Effective problem solving and troubleshooting skills. Required
• Excellent verbal & written communication and documentation skills, with the ability to listen and understand instructions. Required
• Excellent telephone and interpersonal skills. Required
• Highly organized with strong follow up skills and the ability to multi-task. Required
• Completion of in-depth side by side classroom training. Required
• Experience supporting a proprietary software application or POS system. Required

Qualifications

Work Experience

• Technical call center support experience. (Required)

Education

• High School Diploma or equivalent. Preferred

Additional Skills

• Intermediate: Spreadsheet, Word Processing/Typing. Required
• Basic computer network knowledge. Preferred
• Must be able to type 40 WPM. Required
• Ability to work at least 1 Saturday a month. Required
• Ticket system (ServiceNow) Required
• Must have good understanding of computer operating systems including Windows. Required
• Effective problem solving and troubleshooting skills. Required
• Excellent verbal & written communication and documentation skills, with the ability to listen and understand instructions. Required
• Excellent telephone and interpersonal skills. Required
• Highly organized with strong follow up skills and the ability to multi-task. Required
• Completion of in-depth side by side classroom training. Required
• Experience supporting a proprietary software application or POS system. Required

Taking care of our people

We understand the importance of financial health and security, and because of that, we provide competitive compensation to all Associates – including bonus potential for every position in the store! We also offer a comprehensive benefits package including health and dental insurance, 401k retirement savings with company match, flex spending account, paid personal time off, paid company holidays, parental leave, employee eyewear discount and much, much more. At National Vision, we strive to deliver opportunities for professional growth and long-term career fulfillment. We provide training programs, access to educational courses and pride ourselves on the ever-increasing amount of promotions from within.

Please see our website www.nationalvision.com to learn more.

We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, and other legally protected characteristics.