Role: Assistant, Online Systems
Company: Estee Lauder Companies Online
Location: New York, NY
Duration: Temporary, approx 25 hours per week.
Company:
The Estee Lauder Companies, Inc. engages in the manufacture, marketing, and sale of skin care, makeup, fragrance, and hair care products. The company offers its products under the Estee Lauder, Aramis, Clinique, Prescriptives, Lab Series, Origins, MAC, Bobbi Brown, La Mer, Aveda, Jo Malone, Bumble and bumble, Darphin, American Beauty, Flirt!, Good Skin, and Grassroots brand names. It also manufactures and sells Kiton and Toni Gard products as a licensee.
The Estee Lauder Companies, Inc. sells its products through various distribution channels, including department stores, specialty retailers, upscale perfumeries and pharmacies, and salons and spas, as well as through company-owned stores and spas, retail websites, stores on cruise ships, and in-flight and duty-free shops. It operates in the Americas, Europe, the Middle East, Africa, and the Asia-Pacific. The company was founded in 1946 and is based in New York, New York.
Description of Role:
This position assists with the development and maintenance of the email management system (Kana Response), live chat management system (LivePerson), and central knowledgebase (Kana Portal) for the ELC brand sites and our International Affiliates. Assistance with the Kana email system and LivePerson chat system includes rules programming, user interface, tech support and reporting. This position also assists the functionality of all company and personal hardware used to access the customer service applications. Position reports to the Manager, Online Customer Service Systems.
Responsibilities:
Systems
· Create new category tree for queues, users and new address entries into Kana.
· Participate in dev site testing to verify proper routing of customer emails from Web site to Kana queues and user mailboxes.
· Create/assign users and specify skill group settings.
· Participate in dev site testing to verify proper engagement of chats from Web site to LivePerson skills and users as well as identify any technical issues.
· Create new profile tabs, data modules and html layouts in the Kana Portal knowledgebase.
· Create/Update/Upload new documents into Kana Portal knowledgebase.
Technical Support
· Assist with inquiries in regard to the functioning and operation of the email and chat system.
· Assist in determining source of any email system, chat system, or hardware system malfunctions and work with LivePerson Support, Kana Technical Support, and CSC Service Desk to find solutions to user and product escalation issues.
Rules Administration, Reporting and Training
· Generate email and chat reports on volume, performance and categories for domestic and international brands
· Provide all aspects of Kana training and LivePerson training to domestic Customer Service Team as well as our international affiliates.
How to apply: Please forward resumes with targeted cover notes and availability to dallain@estee.com. EEO: We are an Equal Opportunity Employer.
