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WORLDPAC IT Service Specialist in Newark, CA at WORLDPAC

Date Posted: 2/5/2019

Career Snapshot

  • Employee Type:
  • Location:
    Newark, CA
  • Career Type:
  • Experience:
    Not Specified
  • Date Posted:

Career Description

Job Description

Job Description:

Resolve customer to user system and software issue. Provides excellent and responsive technical customer service and support for Worldpac users community. Ability to use system(s) and functionality knowledge. Provides technical support for internal and external customers for   and hardware issues within established service levels.

Position Requirements:

  • Resolve customer to user system and software issue.
  • Utilizes Saleforce software to log, monitor, escalate and resolve calls reported into the Information Technology
  • installing and configuring computer systems, diagnosing hardware/software faults and solving technical problems, either over the phone.
  • Work with customer service manager to ensure proper customer service is being delivered.
  • 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.
  • Follows established Information Technology process and procedures as documented and communicated.
  • Updates call tracking system with appropriate resolution or escalates to appropriate tier support.
  • Identifies and escalates situations requiring urgent attention.
  • Maintains documentation of system software products used on 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.
  • Create and update self-help documents used in providing Self Service resolution for users.

Required Skills

  • An ability to assess each customer/employee's reported issue
  • Ability to be professional under pressure with challenging callers
  • Good analytical and problem solving skills - Logical thinker
  • Current technical skills and knowledge
  • An in depth understanding of the software and equipment (Networking, Microsoft, Apple, Severs
  • Good interpersonal and customer care skills
  • Good accurate records keeping