L1 Service Desk Agent

Pep Boys • Bala-Cynwyd, PA

1d • Hybrid

About The Position

L1 Service Agents are the front line for the IT Service Desk supporting the stores and corporate users. Customer service is key at this level. L1 Service Agents are to record all incidents including all errors, logs, screenshots and either resolve or assign to escalation groups. After verifying that there is no documented fix a L1 Service Agent will escalate a call to the L1 Sr Service Agent within 8 to 10 minutes. They are also expected to follow up on open tickets to get status updates from assigned escalation groups until they are resolved.

Requirements

• Customer Service skills is a must.
• Has a basic understanding of required operating systems, applications and hardware, and retains technical information when instructed.
• Degree in Computer Technology, Hardware or related Software certifications, or equivalent experience in the use of the Pep Boys applications.
• Able to comprehend and resolve Tier 1 calls, understands and utilizes support documentation; performs at a level on par with the rest of the team.
• Able to identify and locate Knowledge base articles to resolve customer issues, able to work independently and creatively to solve procedural issues.
• Able to learn new tasks and assignments quickly with minimum supervision; not apprehensive when supporting unfamiliar or new systems.
• Must be flexible on scheduling and willing to work nights and weekends.

Responsibilities

• Answer and resolve first level incoming calls from store and corporate users.
• Log the incident into the Jira ticket management system and keep Service Desk, L2 and manager informed of critical status issues.
• Escalate calls which do not have documented fixes the Level 1 Senior Support team for further troubleshooting and resolution.
• If needed, the analyst will place the service call with the vendor.
• Expected to verify the store level problems were corrected by personally speaking with the store.
• Remote into store PCs and terminals to apply fixes and patches when required.
• Manage ticket queue in Jira to follow up with escalation groups for status updates.
• Answer, resolve and close a volume of calls on par with other team members.

Benefits

• Competitive pay
• Incentive opportunities (commission, bonus, or performance-based pay where applicable)
• Medical, dental, and vision insurance
• 401(k) with company match
• Paid time off and holiday pay
• Life insurance and Short-Term Disability
• DailyPay – access your pay when you need it
• Training, development, and career growth opportunities
• A supportive team environment with opportunities to grow within a company serving customers for over 100+ years

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree