Associate Support Analyst

Associate Support Analyst, Educator Help Centre

Who we are :

lululemon is a yoga-inspired, technical apparel company thats up to big things. The practice and philosophy of yoga informs our overall purpose : To elevate the world through the power of practice. We are proud to be a growing, global company with locations all around the world. Youll find us in Vancouver, Shanghai, and everywhere in between. We owe our success to our innovative products, our emphasis on in-store experience, our commitment to our people and the incredible communities were fortunate enough to connect with.

About this team :

The Educator Help Centre (EHC) is the epicentre of technical support at lululemon. Were a fast-paced team passionate about problem-solving and critical thinking, providing global support to our people across all facets of the business, including Store Educators, the Guest Education Center, Distribution Centers, and Store Support Centers. We bridge the gap between potential lost sales and exceptional customer experiences for our employees.

Our goal is to provide a best-in-class, empathy-centric support experience to lululemon employees across multiple channels : Online chat, over the phone, email, or through our internal IT software. As a member of the EHC, you are empowered to think outside the box in order to find solutions and resolve issues for employees. We value teamwork and feedback, and believe that everyone has a role to play when it comes to creating and achieving our vision for the EHCs future. Plus, we have a great time doing it!

We are eager and excited to pick up new skills and apply them to our day-to-day role. There is a lot of variety at the EHC to keep you stimulated, but enough familiarity to become an expert in certain technologies.

A day in the life :

We are a fast-moving organization, and the Technology team is no exception! This means you must be agile, adaptive to change, and a quick learner. You work with your fellow EHC team members to provide technical support and expertise to our stores, GECs, Distribution Centres, and corporate employees. More than just solving incidents, you are empowered to find creative and innovative solutions, and collaborate with other experts in the EHC to ensure problems are resolved efficiently.

You play an important role in identifying the needs of our employees and providing personalized support. If necessary, youll escalate complex issues and collaborate with team members with more specialized knowledge to resolve them i.e. one of our Support Analysts.

General duties include :

• Provide a world-class support experience to our employees via phones, live chat, email, ServiceNow (our ITSM tool), in-person and any future channels
• Diagnose, troubleshoot, and resolve technology issues and concerns (Point of Sale (POS), in-store devices, printers, laptops, PC, Zoom room hardware + more)
• Learn, utilize, install and troubleshoot up to 350+ software applications with a wide range of complexity (Active Directory, Microsoft 365, Zoom, Workday, X-store, + more)
• Provide discovery, diagnosis, and level 1 network troubleshooting for stores and corporate offices
• Manage entire lifecycle of incidents through our ServiceNow tool, updating priority and providing accurate and timely updates to our employees
• Collaborate with Service Excellence and Cross Functional Tech teams by providing detailed documentation on any incident that requires their support
• Action and fulfill access requests for employees
• Monitor the EHC incident queue and ServiceNow dashboards to identify opportunities to help teammates solve issues more efficiently
• Participate in ongoing learning and development opportunities and trainings as our technologies advance and our processes change
• Maintain and update Knowledge Base Articles using our ITSM tool, ServiceNow
• Communicate with external vendors to order new hardware, schedule technician visits and use escalation channels where needed.
• Track trends to help identify Major incidents or problem tickets
• Adhere to our Standard Operating Procedures (SOP) and aim for excellence in our key performance metrics (Customer Satisfaction, Service Level Agreements, Mean Time to Resolve and Speed to Answer)
• Commitment to the betterment of the EHC through collaboration and honest, timely feedback to peers, leadership and partners
• Shift flexibility - We provide support for international stores 24 / 7 with 18 / 7 coverage in the office, so the flexibility to work evenings and weekends is necessary

About the successful candidate :

Experience :