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Warby Parker // boutique-quality eyewear retailer
New York City    Posted: Saturday, September 12, 2020
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Warby Parker is on the lookout for a driven, well-rounded Support Coordinator to join our Technology Services team. This role is the connective tissue that holds the team together by ensuring were always meeting the technological needs of the entire company in a timely & effective manner. As a Support Coordinator, youll identify the root cause of help desk requests & dream up solutions that are easy for people throughout the company to implement themselves. If youre someone who has always been drawn to helping people find solutions to their problems, read on!

What youll do:

  • Review all incoming support requests in our retail & corporate help desk ticket queue, & either resolve the issue or escalate it to an engineer
  • Welcome all new hires on their first day by setting up their hardware, familiarizing them with our systems, & creating their accounts
  • Coordinate with stores experiencing internet outages during business hours, working with service providers to ensure speedy recovery
  • Order & track all hardware purchases & returns to our NYC-HQ location
  • Support store openings by facilitating hardware deliveries & coordinating on-site tech visits for set up
  • Dispatch technicians and/or new hardware to our stores to maintain business continuity across over 120 retail locations
  • Maintain & update our evergreen support documents (e.g., how to reboot your Chromebook)
  • Create weekly educational presentations to help us meet our ongoing goal of reducing the amount of support tickets

Who you are:

  • Backed by two or more years of experience in a customer service position
  • Curious by nature, always seeking to find the root cause of an issue & not just a surface answer
  • A critical thinker with a solution-oriented drive
  • A concise, clear, & creative communicator whos confident providing remote assistance over the phone, via chat, or through tickets
  • Passionate about technology, supporting colleagues, & process improvement
  • Not on the Office of Inspector Generals List of Excluded Individuals/Entities (LEIE)

Extra credit:

  • A background in retail
  • Project management experience
  • Familiar with Google Docs & Google Sheets

About us:

Warby Parker was founded with a lofty objective: to offer designer eyewear at a revolutionary price while leading the way for socially conscious businesses. By circumventing traditional channels & designing our frames in-house, were able to offer top-quality glasses & sunglasses (plus an uncommonly delightful shopping experience) at a fraction of the traditional going price.
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