Support Desk Teammate - FT

The Spinx Company•Greenville, SC

1d•$20 - $24

About The Position

The Support Desk Teammate is part of The Spinx Company’s Centralized Support Desk, which combines Customer Service, Dispatch, Facilities, and IT Support into a unified support model. The role is the frontline connection between stores, car washes, IT systems, and internal departments, providing prompt, professional, and friendly assistance. The teammate triages, logs, and dispatches service requests through the ticket system and coordinates timely resolutions with Maintenance Technicians, IT specialists, third-party vendors, and store leadership. The position requires strong communication, problem-solving, and multitasking skills, with service delivered in accordance with Spinx’s Core Values and Top 10 Operational Priorities. The employee must maintain professionalism and confidentiality in business communications and records. A valid in-state driver’s license, required auto insurance, and an acceptable motor vehicle report are required.

Requirements

Ability to perform the essential duties satisfactorily; reasonable accommodations may be made for individuals with disabilities.
Ability to present information effectively to customers, associates, and management.
Professional communication and the ability to keep confidential information about business affairs.
Ability to read, analyze, and interpret general reports and correspondence.
Ability to respond to common inquiries or complaints from associates, customers, regulatory agencies, or members of the business community.
Ability to speak, read, and write in English.
Ability to apply mathematical concepts such as fractions, percentages, ratios, and proportions to practical situations.
Valid in-state driver’s license, required auto insurance, and acceptable motor vehicle report.
Ability to meet the physical demands of the role, including regularly lifting or moving up to 25 pounds, occasionally up to 50 pounds, and occasionally up to 75 pounds.

Responsibilities

Serve as the single point of contact for maintenance, facilities, and IT-related service requests.
Respond to incoming calls, emails, and tickets from store and car wash teams, guests, and internal departments.
Log service requests in the ticket system and assign accurate categories, priorities, and ownership.
Assist with issues related to the Spinx Xtras loyalty app, car wash memberships, store operations, POS systems, and IT hardware and software.
Troubleshoot first-level maintenance and technology issues before escalating them.
Dispatch internal technicians, IT support personnel, warehouse resources, and approved vendors based on skill, location, and availability.
Follow up with stores and guests to ensure issues are resolved within established SLA timeframes.
Promptly escalate unresolved or high-impact issues to Tier 2, Tier 3, or vendor partners.
Track technician and IT progress, parts usage, and time entry in ConnectWise for accurate reporting.
Maintain accurate customer and system data and provide follow-up communication within 48 hours of inquiry closure.
Maintain a professional, courteous tone and build positive rapport in every interaction.
Provide weekly leadership updates on ticket volumes, common issues, and service trends across support categories.
Support administrative compliance and documentation, including environmental tracking, equipment inventory, and system audit logs.
Perform other duties as assigned by the immediate supervisor.