Information Technology (IT)

Department

Job Openings

Infrastructure & Operations

Customer Support Specialist

May 05, 2020, Full time

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Senior Systems Administrator

May 15, 2020, Full time

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Customer Support Specialist

Description

Who We Are

We’re Dealer Tire, a family-owned, international distributor of tires and parts established in 1918 in Cleveland, OH. We’re laser focused on helping the world’s largest and most trusted auto manufacturers grow their tire business—in fact, we’ve sold more than 60 million tires to date. We’re a thriving company, and we’re looking for driven individuals to join our team. That’s where you come in!

As a Customer Support Specialist, your essential job functions will include the following:

  • Responsible for all aspects of Help Desk support including Tier 1-2 and assist internal and external partners with technology assistance.
  • Respond to requests for technical assistance via phone, electronically or through desk-side support.
  • Provide tier 1 and tier 2 support to internal and external partners.
  • Diagnose and resolve technical hardware and software issues including password resets, user setup and changes, and coordination with outside support vendors for equipment repairs.
  • Research questions using available information resources to quickly address user requests.
  • Follow standard help desk procedures.
  • Log all help desk interactions for open tickets.
  • Assign tickets to the appropriate resource for the quickest possible resolution.
  • Identify and escalate situations requiring urgent attention.
  • Track and route issues and requests, and document resolutions.
  • Stay current with system information, changes and updates.
  • Maintain and update knowledge management database with issues resolution information.
  • Support of established company metrics including metrics such as customer response time and first call resolution.

Other Duties as Assigned

Position Requirements

  • Associate’s degree in Computer Science or equivalent years of experience in a similar capacity.
  • Two to three (2-3) years of experience in hands-on support of PC applications and help desk support.
  • Must have an excellent customer service attitude/orientation and PC skills necessary to support a fast-paced user environment.
  • One of CompTIA A+ or Microsoft Certified Desktop Support Technician (MCDST) preferred.
  • Network Topologies Supported: Ethernet, Frame Relay, ADSL, Active Directory.
  • Operating Systems Support: Windows Operating Systems, Macintosh.
  • Vendor Software: Antivirus, Microsoft Office, etc.
  • Strong oral and written communication skills.

Competencies Required

  • Results Orientation
  • Customer Focus
  • Agility
  • Initiative
  • Influence
  • Learn Quickly
  • Recognize Implications
  • Apply Knowledge

Physical Job Requirements

  • Working in front of a computer screen for long periods of time.
  • Sitting for long periods of time.
  • Ability to work varying shifts as needed to support business needs.
  • Lifting and moving computer devices up to 50 pounds.
  • Travel as necessary, up to 10%.

Why Dealer Tire: An amazing opportunity to join a growing organization, built on the efforts of hard working, innovative, and team-oriented people. We offer a competitive salary + bonus, and a comprehensive benefit package including: paid time off, medical, dental, vision, and 401k matching (50% on the dollar up to 7% of employee contribution). 

EOE Statement Dealer: Tire is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act*), or any other legally protected status, with respect to employment opportunities. 

*ADA Disclosure: Any candidate who feels that they may need an accommodation to complete this application, or any portions of same, based on the impact of a disability should contact Dealer Tire’s Human Resources Department to discuss your specific needs. Please feel free to contact us at ADAAAccommodation@dealertire.com or via phone at 833-483-8232.

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