Job Description About the Team: The Educator Help Centre (EHC) is the epicentre of technical support at lululemon. We’re 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 EHC’s future. Plus, we have a great time doing it! JOB DESCRIPTION On a day to day, you will 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, GEC’s, 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, you’ll escalate complex issues and collaborate with team members with more specialized knowledge to resolve them – i.e. one of our Support Analysts. Day to Day Responsibilities: • Provide world class support to employees across phone, chat, email, ServiceNow, in person, and future channels. • Troubleshoot and resolve issues across POS systems, in store devices, printers, laptops/PCs, and Zoom room hardware. • Support, install, and troubleshoot 350+ software applications (Active Directory, Microsoft 365, Zoom, Workday, X Store, etc.). • Perform Level 1 network discovery and troubleshooting for stores and corporate offices. • Manage the full incident lifecycle in ServiceNow, ensuring proper prioritization and timely, accurate communication. • Collaborate with Service Excellence and cross functional tech teams through clear, detailed documentation. • Fulfill employee access requests and monitor queues/dashboards to identify efficiency opportunities. • Maintain and update Knowledge Base Articles within ServiceNow and follow SOPs to meet key performance metrics (CSAT, SLAs, MTTR, Speed to Answer). • Coordinate with external vendors for hardware procurement, technician scheduling, and escalations. • Identify and track trends to surface major incidents or recurring problems. • Participate in continuous learning to stay current with evolving technologies and processes. • Work flexible shifts, including evenings and weekends, to support 24/7 global operations. We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/. Skills and Requirements • Demonstrated Customer Service Experience within a technical environment • Experience w/ AD/Microsoft Technologies • Experience with IT software & hardware troubleshooting • Experience providing remote assistance (communicate effectively over the phone, email and in person) • Experience with Active Directory • Experience in a Ticketing environment or with ticketing systems ( strong preference for ServiceNow) • Friendly, upbeat, and optimistic with an interest or passion in tech, continuous learning, creative problem solving and collaboration • Background or education in a technical field is a plus • Experience with L1 Networking • Troubleshooting experience with Microsoft technologies / Zoom • Experience with ServiceNow • Experience troublehshooting POS systems