Call Center Tech Support Specialist

Tire Discounters, Inc.•Sharonville, OH

18h•Hybrid

About The Position

Tire Discounters, the nation’s largest family-owned and operated tire business, was founded almost 50 years ago. We are dedicated to providing exceptional automotive service with a focus on transparency and care. To our nearly 2,300 team members, we offer diverse career paths, industry-leading training, and a commitment to our core values. As a family-owned tire and automotive service retailer, our mission is to prioritize people and safety above all else. We are dedicated to delivering a “WOW” experience to our customers and team members, with a commitment to always do the right thing and challenge the status quo. As the country’s largest family-owned and operated automotive service provider, we've separated ourselves by treating customers and their cars with care and respect while focusing on transparency in pricing and providing the highest level of service. Now, with new products and services needed to maintain modern vehicles, Tire Discounters and its many other brands like Chip’s Auto Glass and Butler Tires and Wheels are growing and expanding like wildfire. Over 2000 strong, our team members are the best in the business and are actual employers of choice. We separate ourselves by providing a variety of career paths, industry-leading training and development programs, clear advancement tracks, comprehensive benefit plans, and more!

Requirements

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.
At least 1 year of experience in a Call Center or Help Desk environment.
At least 1 year of troubleshooting IT-related issues.
General understanding of office and retail operations.
Must be authorized to work in the USA

Nice To Haves

Automotive knowledge a plus

Responsibilities

Monitor and document Service Desk tickets and respond to user requests and incidents as received in 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. Provided IT relationship management support for all IT & customers.
Identifies 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.
Support includes but is not limited to POS, 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.