Help Desk Support Specialist - Tier 1 - US Remote

Help Desk Support Specialist - Tier 1  - US Remote

Generous compensation and benefits!

Must be based in the US and have experience with Office 365 and other hardware technologies and software platforms

• 100% Remote - Full time with benefits
• Support desk is open these EST hours:
  • Monday-Friday: 7:30 AM – 9:30 PM
  • Saturday: 7:30 AM – 8:30 PM
• This position requires working Saturday, and initial assignments are on the late shift
• Starting pay is $21/hour (Commensurate with Experience)

BACKGROUND REQUIRED - REMOTE OFFICE 365 SUPPORT EXPERIENCE IN A HIGH-VOLUME CALL CENTER 

Headline: Sun Auto Tire & Service is the fastest growing, top-10 independent tire dealer in the US with 525+ stores operating under multiple brands. We've been named "Best Place to Work" and are a leading provider of vehicle aftermarket tires and repair services. We are increasing our footprint rapidly through both organic growth and acquisitions. We seek candidates who are looking for a long-term career path and capable of growing into roles of greater responsibility. This role is an excellent long-term opportunity and chance to join an awesome team!

Responsibilities

• This position is a Tier 1 tech support role supporting end users on a variety of hardware, software and our VAST POS System.
• The successful candidate will provide tier I technical support for store team members and corporate personnel via phone and digital channels such as chat and email.
• Perform technical diagnosis and troubleshooting for users with hardware, software, and network connectivity issues and provide the appropriate solutions
• Thoroughly create, update, and resolve customer tickets for every request received according to guidance
• Update users on outstanding requests and drive timely resolution.
• Escalate issues to appropriate department and support vendors as necessary
• Advise management of potential risks or recurring problems
• Other duties may be added and/or assigned as needed

Qualifications & Requirements

• 1-2 years of relevant experience - ie technical phone support
• Strong Office 365
• Remote work experience
• Strong customer service and troubleshooting skills
• Experience installing, configuring, and maintaining PC hardware, printers, scanners, computer peripherals
• Ability to communicate technical information, both verbal and written to a wide range of end-users
• Knowledge of ticketing and knowledge based systems such at Zendesk, and InContact
• Ability to possess a strong sense of ownership of client relationships
• High school diploma or equivalent; Bachelor’s degree desired

Benefits

At Sun Auto we recognize that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement) as well as:

• Medical, Dental and Vision Insurance
• Health Savings Account
• 401(k) Retirement Plan with Company Match
• Paid Vacation and Sick Days
• Employee Discounts
• Educational Assistance
• Company Paid Life Insurance
• Short-Term and Long-Term Disability Insurance

Sun Auto Tire and Auto provides equal opportunities to all employees and applicants for employment without regard to race, sex, color, religion, age, national origin, citizenship, marital status, disability, veteran status, genetic information, sexual orientation, gender identity. We will not discriminate in any employment decision against any individual on the basis of race, sex, color, religion, age, national origin, citizenship, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.

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