RO Writer Tier II Technical Support

Overview

Date Posted:
1/11/2019
Job Code:
N/A
City:
Palm Beach Gardens
State:
FL
Country:
United States of America
Category:
Consumer/Customer Relations

Description

 

 

Job Summary:

 

Provide customer-friendly and proficient 2nd Tier support for R.O. Writer customers having technical issues and problems.  Provide assistance by phone, email, and other means of communication using a ticket management system.  Applicant must be willing to work nights, weekends, and holidays as needed.   Track issues to resolution.
Document and escalate issues, and work with other departments, ISPs, or business partners in order to resolve them as quickly and efficiently as possible.
Successfully meet or exceed R.O.Writer ticket handling requirements as measured by periodic call and ticket monitoring
Provide support to installers and field representatives when appropriate and as needed.
Perform other duties as assigned.

 

Duties/Responsibilities:

  • Respond to telephone, e-mail, and web-generated requests for support, including problem analysis, initial resolution and/or escalation.
  • Communicate with IT customers regarding their issues, both verbally and by written correspondence.
  • Communicate with IT personnel to document customer issues, create assignments, and manage support requests from initial reporting through resolution.
  • Provide initial desktop, server, and network hardware and software troubleshooting for issues related to those items.
  • Use the issue tracking software, to document, assign, and manage issues presented to the support center by our customers

 

 


 

Minimum Requirements

 

 

Qualifications/Requirements:

  • Excellent customer service skills, including the ability to work with users of all ability levels.
  • Excellent listening skills, as well as written and verbal communication skills using phone, email, and other forms of communication
  • Strong analytical and problem solving skills are essential.
  • Extremely detail oriented and the ability to consistently follow team procedures and documentation.
  • Recent technical support experience (at least two years full time) preferred.
  • Strong working knowledge of all Windows Operating Systems.
  • Proficiency with Internet browsers and MS Office.
  • Ability to quickly learn several proprietary applications that are core to our business
  • Able to log, update, and record actuate and detailed tracking records.
  • Ability to work closely with others in a team environment

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TBC Corporation TBC continuously offers strong career opportunities to those from inside as well as outside the auto services industry. We hire those with a passion for success and we will train them with proven processes that will take them there. Our employees share a very unique and lucrative opportunity to maximize their earnings with industry leading pay, incentives, and recognition programs when they deliver and exceed expected results.