Helpdesk Support
Posted on :
15-11-2022
Employer Active
1 Vacancy
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Job Description
Req ID : 1757864
We are looking for a superstar who will fill a key role on our help desk, PremierCare, by owning the end-to-end case management of technical issues for Retailing tool: SmartPath. SmartPath is a developed solution that allows customers and dealers to seamlessly navigate vehicle deals both online and in-store. The agent will be responsible for a variety of tasks that will help us resolve technical issues while providing Best-In-Class support to our dealers.
Job Responsibilities:
- Take end-to-end case ownership of incidents submitted to PremierCare
- Receive calls, emails, or chats submitted by dealers or internal team members
- Maintain knowledge of Incident Management Ticketing System to submit and process incidents effectively
- Use Knowledge Base articles to effectively troubleshoot and advise customers on appropriate actions
- Triage tickets and ensure all required information is collected before passing to specialized support teams
- Escalate incidents requiring urgent attention
- Follow outlined PremierCare procedures that include logging all interactions, following up with incident submitter, and confirming completeness of resolution
- Stay current with new product features and updates by attending daily syncs
- Manage ticket queue and inform management of recurring problems
- Participate in required on-site training and visit to a dealership
- Provide calm conflict resolution and problem solving for frustrated customers
Qualifications and Competencies:
- Bachelor's degree in Business Administration, Information Systems, or similar field or prior Service Desk work experience
- Professional demeanor with strong written and verbal communication skills
- Customer-service oriented with ability to handle a call while conducting research
- Attention-to-detail and willingness to learn
- Proficient with Microsoft Office products
- Works well in a team-based environment with a mindset of achieving a common goal
- Excited about providing best-in-class customer service in a cutting-edge industry
Bonus Skills (not required):
- Related experience in troubleshooting and providing help desk support
- Experience researching, analyzing, and interpreting automated system problems
- Familiarity with an existing ticketing system (CRM)
Additional Responsibilities:
- Participate in OrangePeople monthly team meetings, and participate in team-building efforts.
- Contribute to OrangePeople technical discussions, peer reviews, etc.
- Contribute content and collaborate via the OrangePeople-Wiki/Knowledge Base.
- Provide status reports to OrangePeople Account Management as requested.
About us:
OrangePeople is an Enterprise Architecture and Project Management solutions company. Our most valuable asset is our people: dynamic, creative thinkers, who are passionate about doing quality work. As a member of the OrangePeople team, you will have access to industry-leading consulting practices, strategies & technologies, innovative training & education. An ideal OrangePeople Person is a technology leader with a proven track record of technical achievements and strong process/methodology orientation.
OrangePeople is an Enterprise Architecture and Project Management solutions company. Our most valuable asset is our people: dynamic, creative thinkers, who are passionate about doing quality work. As a member of the OrangePeople team, you will have access to industry-leading consulting practices, strategies & technologies, innovative training & education. An ideal OrangePeople Person is a technology leader with a proven track record of technical achievements and strong process/methodology orientation.
Employment Type
Full Time
Key Skills
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