GENERAL DESCRIPTION:Tire Discounters is looking for a Level One Help Desk Specialist to join our fun, friendly, team centric environment! Our Help Desk agents are the front line and the go-to individuals for providing first level support to internal customers/users related to: computer systems, hardware, and software across the organization for our stores, warehouses, and home office personnel. They are responsible for answering questions, troubleshooting, investigating and escalating issues in a timely and professional manner via phone, email, and chat. Qualified candidates will have a passion for customer service, a positive attitude, and previous call center and customer service experience.
ESSENTIAL FUNCTIONS:
- Excellent customer service skills
- Log tickets accurately for all internal user support interactions
- Monitor ticket Queues and respond to users in a timely manner
- Ask questions and create dialogue with users to ensure understanding of issues
- Educate users on basic system and computer functions, policies, and procedures
- Maintain a courteous, professional, and positive demeanor at all times
- Ability to problem-solve
- Escalate issues and requests in a timely manner to management and/or Tier 3 support that are not able to be resolved by 1st Level
- Multi-task efficiently and utilize downtime between calls
- Assist with special projects as needed and assigned
- Work effectively under pressure, remain focused, and meet deadlines
- Meet SLA’s set by management around FCR, ACW, AHT’s, etc.
- IT relationship management support between IT teams & customers
- Support includes but is not limited to POS, and basic troubleshooting of IT related equipment
- Identifies trends by tracking events and patterns of recurring problems and escalate to tier 3 or management to assist in identifying root cause and mitigate future issues surrounding the same structural problems
- Create and update Knowledge Base articles
- Flexibility in shift assignments and work environment
EDUCATION AND WORK EXPERIENCE REQUIREMENTS:
- At least 1 year of experience in a Call Center or Help Desk environment.
- General understanding of office and retail operations
- Ability to work flexible schedule between 8am-7pm and weekends as needed
- 1 yr or more in troubleshooting IT related issues a plus
- Automotive knowledge a plus
- Must be authorized to work in the United States
PHYSICAL DEMANDS:
- Operates in both an office setting, and within our retail operations
- Routinely uses standard office equipment such as computers, phones, headsets, and printers
- Walking, standing, sitting, listening, and talking on a continual basis
- Ability to lift or carry up to 25 pounds
Hours: (various shifts available)
- Monday-Friday 7:30a- 7:00p
- Saturday 7:30a- 5:00p
Pay: $15-$20 DOE