Technical Support Specialist - Dermalogica LLC

Who We Are

Dermalogica stands tall as a beacon in the professional skincare realm, winning the trust of skin therapists across the globe. As a shining gem in the crown of the Unilever Prestige family, our commitment isn't just to nurture skin, but also to redefine industry standards with revolutionary skincare innovations. With a commitment to innovation, sustainability, and excellence, Dermalogica has been at the forefront of the skincare industry for over three decades. Bolstered by our International Dermal Institute – the apex of post-graduate skin and body therapy training – we are on an exhilarating journey of expansion. And you could be a part of this adventure!

What You’ll Do

Here at Dermalogica, we’re passionate about delivering exceptional customer experiences. As a Technical Support Specialist embedded within our Customer Service Department, you'll play a key role in optimizing our systems, identifying barriers, and troubleshooting issues to create seamless operational processes. If you have a talent for problem-solving and a passion for technology, this is the perfect opportunity for you to contribute to our team’s success.

Key Responsibilities:

System Management & Troubleshooting

• Monitor and maintain the hardware and software systems used by the Customer Service team.
• Manage installations, modifications, and minor repairs, ensuring everything runs smoothly.

Software Evaluation & Testing

• Evaluate vendor-supplied software to ensure it meets the needs of our users.
• Lead end-user testing, compare new features against established standards, and recommend improvements to optimize system functionality.

Customer Support & Resolution

• Resolve technical support tickets from staff/customer account service requests.
• Collaborate with the helpdesk team to identify and ensure appropriate solutions are in place.

User Training & Support

• Provide hands-on training for users on new software and processes, using a variety of formats such as in-person sessions, self-guided tutorials, and easy-to-follow manuals.
• Ensure technical information is communicated clearly and effectively to non-technical employees, helping them confidently navigate new systems and tools.

Documentation & Reference Creation

• Maintain detailed records of hardware and software updates
• Prepare clear and concise operational instructions for users to reference.

Additional Requirements

• This position works 5 days per week and requires the flexibility to work one weekend day per week (Saturday or Sunday), which can be done from home. In some weeks, weekend work is not needed, allowing you to work Monday through Friday.

What You’ll Bring

Key Qualifications:

• Associate’s degree or higher in Computer Science, Information Systems, or a related field
• Proven experience in a helpdesk, IT support, or customer service technical role
• Familiarity with call center tools such as Zendesk, JD Edwards, or Ring Central
• Working knowledge of networking principles and operating systems

Key Skills and Abilities:

• Process improvement and collaborative mindset
• Problem-solving and troubleshooting expertise
• Customer-focused approach
• Tech-savvy communication
• Technical skills
• Adaptability under pressure

What We Offer

• Competitive Compensation
• Medical, Dental, Vision Insurance
• Paid Time Off
• Monthly Product Allowances
• Annual Fitness Reimbursement
• 401(k) plus company matching
• Life/Accident/Disability insurance
• Wellness programs
• Paid family leave
• Domestic partner benefits
• Education/training programs
• Thrive in a hybrid work environment (3 days in office)

The expected base hourly pay rate is $24.00-$26.00. The exact base pay rate is determined by various factors including experience, skills, education, geographic location, and budget. This role is eligible for participation in our company bonus plan, rewarding personal performance and company results.

Why Join Us?

• A Legacy of Success: Dermalogica is the preferred choice of Skin Therapists worldwide, renowned for our exceptional skincare line and industry-leading postgraduate education. We have a record of achievement and are committed to building upon our brand's legacy.
• Entrepreneurial Spirit and Innovation: At Dermalogica, we foster an entrepreneurial spirit and encourage our employees to bring their best ideas to the table. You'll have the opportunity to make a difference and contribute to our success by implementing innovative solutions that reach skincare professionals and consumers.
• Backed by Unilever: In 2015, Dermalogica became part of the Unilever family, one of the world's largest and most successful consumer goods companies. While operating as an independent business, we now have access to cutting-edge capabilities and resources, empowering us to win in our markets.

If you’re passionate about technology and customer service, we’d love to hear from you! Apply now and complete your online application. Rest assured, all applications will be thoughtfully reviewed, and our HR team will contact you if your skills align with the position.

Dermalogica LLC, a Unilever Prestige Brand, embraces diversity, equity, and inclusion. We are committed to the equal treatment of all current and prospective employees regardless of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We aspire to have a diverse workforce because, in our view, diversity enables better business outcomes. We also believe that a more inclusive workplace, where people of different backgrounds work together, ensures better.