Call Center Tech Support Specialist

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!

Call Center Support Specialist responsibilities include 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. The employee will maintain and create tickets for all calls and will be held accountable for maintaining SLAs set by management. This employee is at the front lines of support and will be required to investigate solutions to all issues that come through the support desk.

ESSENTIAL FUNCTIONS:

• 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.

CUSTOMER SERVICE:

• 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.