IT Production Support Associate (Retail)

Who We Are:

Founded in 2009, Reformation is a revolutionary lifestyle brand that proves fashion and sustainability can coexist. We combine stylish, vintage-inspired designs with sustainable practices, releasing limited-edition collections for individuals who want to look beautiful and live sustainably. Setting an example for the industry, Reformation remains at the forefront of innovation in sustainable fashion—running the first sustainable factory in Los Angeles, using deadstock and eco fabrics, tracking and sharing the environmental impact of every product, and investing in the people who make this revolution possible. The brand has also established itself as a pioneer in retail innovation, developing an in-store tech concept that brings the best of its online experience to its physical doors.

We are a future focused organization committed to the belief that the problems facing our planet and society can be solved through innovation, common sense and education. Being naked is the #1 most sustainable option. We're #2.

Here at Ref, we put people first. We know that you can't innovate and do cool stuff without having everyone on board. So we work to create a culture where everyone feels like they belong and where their voices are truly valued. We build an inclusive culture together and make a real impact along the way.

IT Production Support Associate:

We are currently seeking a motivated, hands-on and customer oriented IT Production Support Associate to join our growing technology team. In this role you will be supporting the Production Support Manager and IT/Helpdesk team. You will also work directly with the Engineering, Customer Love and product teams to ensure technical support and issue resolution for the entire company. You will report to the Production Support Manager and be a key member of the production support team.

What You’ll Do:

• Collaborate with other supporting teams (Engineering, Customer Love System Operations, QA, Helpdesk, Technical Solutions, etc).
• Responsible for resolving all reported issues: prioritize, consolidate, escalate and follow up
• Adhere to SLAs and processes for issue handling
• Troubleshooting new issues to facilitate solutions
• Write clear, concise and comprehensive knowledge articles for common issues; update and maintain
• Identify, record, document thoroughly and track bugs
• Learn processes and systems between and within departments that rely on technology, and look for opportunities for improvement.

What You’ll Need:

• Minimum of 3 years of IT production support experience
• Experience with various browser and operating system testing, including mobile platforms
• Strong communication skills
• Ability to multitask and prioritize workload
• Experience working in an Agile/Scrum development process
• Experience with Jira and ServiceDesk or similar software
• Available to work PST time zone and weekends required (Work schedule: Wednesday-Sunday full-time; Mon. & Tue. off)

Who You Are:

• You are a problem solver and a forward thinker
• You are a self-starter: you thrive on taking ownership of initiatives with limited oversight
• You have excellent time management and you know how to manage multiple priorities
• You have great communication skills, both verbal and written

Benefits & Perks:

• Health, vision, and dental insurance for eligible employees
• Paid vacation, sick, holidays & volunteer time-off for eligible employees
• Mission based company + casual and entrepreneurial work environment
• Clothing discount, dog-friendly office, company events + parties and much more
• 401K with company match

The Reformation is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, disability, or protected veteran status

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