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Tire Discounters, Inc. · 1 day ago

Call Center Tech Support Specialist

Cincinnati, OH

Full-time

Onsite

Entry Level

1+ years exp

Tire Discounters, Inc. is the country’s largest family-owned and operated automotive service provider, focusing on customer care and transparency. They are seeking a Call Center Tech Support Specialist to respond to customer queries, maintain service desk tickets, and provide IT support for various systems.

Logistics

No H1B

Responsibilities

Responding to customer queries in a timely and accurate way via phone, email, or chat, identifying customer needs, and helping customers use specific POS features

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

Qualification

Customer serviceTroubleshooting IT issuesCommunication skillsPOS supportMultitaskingProblem-solvingSoftware proficiencyAutomotive knowledgeOrganizational skills

Required

Responding to customer queries in a timely and accurate way via phone, email, or chat

Identifying customer needs and helping customers use specific POS features

Maintaining and creating tickets for all calls

Accountable for maintaining SLAs set by management

Investigating solutions to all issues that come through the support desk

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

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

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

Must be authorized to work in the USA

Preferred

Automotive knowledge a plus

General understanding of office and retail operations

Benefits

Comprehensive benefit plans

Company

Tire Discounters, Inc.

Glassdoor3.4

What started in 1976 as a single-bay operation in a small gas station on Cincinnati's east side has grown into something remarkable - the nation's largest 100% family-owned and operated independent tire provider.

Founded in 1976

Cincinnati, Ohio, USA

1001-5000 employees