Call Center Tech Support Specialist

Responsibilities

• Respond to customer queries in a timely and accurate way via phone, email, or chat.
• Identify customer needs.
• Help customers use specific POS features.
• Maintain and create tickets for all calls.
• Be accountable for maintaining SLAs set by management.
• Investigate solutions to all issues that come through the support desk.
• Monitor and document Service Desk tickets and respond to user requests and incidents in the Service Desk in a timely, effective manner according to SLAs set by management.
• Be well organized and create dialogue with users to ensure users understand the progress of ticket resolution.
• Have a courteous, professional approach and attitude to work with all levels of management and personnel.
• Educate customers on policies and procedures.
• Investigate and coordinate resolution to user concerns; provide IT relationship management support for all IT and customers.
• Identify trends by tracking events and patterns of recurring problems and escalate to tier 3 or management to assist in identifying root causes and mitigate future issues surrounding the same structural problems.
• Serve as a point of contact and assist different groups in hands-on work, including but not limited to Network, various workstation and site-specific projects, telecommunications, server teams, and security teams.
• Provide POS support and basic troubleshooting of IT-related equipment.
• Strong phone skills.
• Strong customer service skills.
• Multitask between assisting stores and corporate office users.
• Create and update KB articles.
• Ensure all customer follow-ups are completed in a timely manner.
• Excellent listening, written, and verbal communication skills.
• Ability to problem-solve in a fast-paced environment with a solution-focused attitude.
• Flexible in shift assignments and work environment.
• Ability to follow up on tasks to completion with minimal supervision required.
• Proficiency in standard software programs.

Requirements

• At least 1 year of experience in a Call Center or Help Desk environment.
• At least 1 year of troubleshooting IT-related issues.
• Automotive knowledge a plus.
• General understanding of office and retail operations.

Benefits

• Comprehensive benefit plans.
• Industry-leading training and development programs.

Physical Demands

• Operates in both an office setting and within our retail operations.
• Routinely uses standard office equipment such as computers and phones.
• Walking, standing, sitting, listening, and talking on a wide variety and continual basis.
• Required to stand, walk, use hands and fingers, handle and feel, lift/carry up to 25 pounds, and reach with hands and arms.

Additional Requirements

• Must be authorized to work in the USA