IT Customer Support Representative in Newark, CA at WORLDPAC

Date Posted: 10/10/2018

Career Snapshot

Career Description

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age national origin, religion, sexual orientation, gender identity, status as a veteran and basis of disability or any other federal, state or local protected class:

  • Utilizes Salesforce CRM to log, monitor, escalate and resolve calls reported into the Information Technology Customer Support desk.
  • Diagnoses and resolves non-routine to moderately complex technical hardware and software issues. Consults with clients and higher-level specialists/analysts to resolve technical problems. Identifies and understands reoccurring problems and recommends solutions.
  • Updates call tracking system with appropriate resolution or escalate to appropriate tier support.
  • Identifies and escalates situations requiring urgent attention.
  • Follows established Information Technology process and procedures as documented and communicated.
  • Coordinates with Tier 2 network support team to administer password changes on a scheduled basis.
  • Assist with password changes and re-sets to user profiles and printers.
  • Maintains documentation of system software products used on the host computer and WAN/Lan systems to improve proficiency with the user community.
  • Create and maintain documentation of system software products used on the host computer and WAN/LAN systems to improve proficiency within the user community enterprise-wide

Career Requirements

  • Must have an understanding of basic product knowledge, provide quality focus on problem-solving, and demonstrate documentation Skills, Listening, phone skills, resolving conflict, analyzing information, multi-tasking
  • Working knowledge of fundamental operations of relevant software, hardware, and other equipment.
  • Excellent Customer Service skills.
  • Problem management ability
  • Excellent written and oral communication skills.
  • Excellent interpersonal skills and the ability to work as a unified team member.
  • Ability to work variable hours on a week to week basis.
  • Working knowledge of relevant call tracking applications.
  • Working knowledge of Microsoft Windows O/S and Microsoft Office applications.