At Hot Topic, we’re passionate about creativity and high performance. Our success comes from high-caliber teams that love our product and have a tenacious approach to learning. Supporting our retail stores, our IT Help Desk team keeps the signals flowing by responding to telephone calls, email and personnel requests. Researching and resolving technical problems as well as tracks and monitors issues to ensure a timely resolution. This role reports into the Manager of Help Desk.
Pay range is $20/hr -$22/hr
What you'll do:
- Ensure timely and effective resolution to all Helpdesk calls by providing technical and procedural support.
- Monitor ticket queues and assigns them timely and accurately.
- Identify trends that affect call volumes and makes the Helpdesk staff and manger aware of them.
- Serve as an initial point of contact on team support and technical issues.
- Coordinate issue resolution with other support areas, as required.
- Maintain accurate applications and business processes documentation.
- Provide feedback and suggestions to improve Help Desk business process.
What you'll need:
- Minimum of 1-2 years of experience in help desk support, or education with related certifications.
- Technical knowledge of the following: Microsoft Windows & Apple OS X operating systems, MS Office, mobile device management.
- Demonstrates a dedication to meeting requirements of internal and external customers, responding to all customer requests promptly and thoroughly.
- Demonstrates the ability to work independently and on a team.
- Ability to meets deadlines and prioritize tickets appropriately.
- Knowledge of POS or experience with incident tracking software (BMC Track-It) is a plus!
What the Team is Saying
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What We Do
At Hot Topic Inc. we pride ourselves on being the destination of pop culture and music merchandise. We do this by hiring the best people, having the best product, and providing the best customer experience for our one-of-a-kind fans through our 3 brands: Hot Topic, BoxLunch & Her Universe.
Founded in 1989 in a Southern California garage, Hot Topic employs over 10,000 associates between 600+ retail locations, our headquarters, and two distribution centers. We are a leading retailer of officially licensed pop-culture and music licensed apparel, accessories, and gifts. We give back to our communities through our partnerships with Mental Health America, Notes for Notes, and Little Kids Rock, just to name a few.
Launched in 2015, BoxLunch is a specialty retailer committed to offering the best in official licensed merchandise and making a difference in the community. Our goal since day one is to impact lives by bringing fandom and philanthropy together - that dream became a reality by teaming up with Feeding America®! For every $10 spent, BoxLunch provides a meal to someone in need by contributing directly to local food banks. It’s in our DNA - we focus on what matters. We have a thriving e-commerce online store and 150+ specialty shops – and we’ve given over 100 million meals to those in need across the U.S. The best part? We’re just getting started.
Hot Topic Inc.’s unique culture thrives in an open and collaborative work environment where autonomy and authenticity shape your success. As a company that stays ahead of trends, we want you to come with innovative perspectives, cutting-edge thought leadership, and a readiness to learn, all of which will contribute to the continued success of our business. We’ve built an inclusive community where you’re encouraged to be who you are and love what you do!
When you join us, you become a part of something bigger. You join gifted individuals who are passionate about creating the best retail experience, best product, and a fierce connection to our brand. With talent from diverse backgrounds, we’ve assembled a group of highly motivated and driven individuals to achieve this common goal. Work doesn't have to feel like work here at Hot Topic Inc!
Why Work With Us
It's the perfect place for creative, technical, and logical minds to combine. Everyone is passionate and motivated here, it's contagious.
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Hot Topic Inc. Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
