Help Desk Customer Service Representative

Help Desk Customer Service Representative

Provide first-class, full-service help center for Tire-HQ users. For www.tire-hq.com, via direct phone support via inbound calls and email correspondence.  

Key Responsibilities - Help Desk Customer Service Representative

• Track and maintain support tickets for Tire-HQ from assignment to resolution
• Answer incoming Tire-HQ inquiries via phone
• Document and record all incoming calls in ServiceNow
• Provide first level support for the Tire-HQ website
• Investigate status of user’s credits in WAC if they have not received timely credits
• Provide direct phone support for Tire-HQ users and customers
• Help users retrieve and print their Goodyear statements
• Walk users through printing/ queuing financial documents
• Retrieve Audix voicemails immediately
• Diagnose operational problems to determine if user error or if the system is not working as designed. Educate user or escalate system problems. The following are most common Point-of-Sale, Adjustments, Cancel and Rebill documents not taking approval numbers
• Maintain a high level of measurable service levels- First call resolution/ Abandon Rates

Required Skills and Knowledge- Help Desk Customer Service Representative

• Must possess strong organizational, communication and time management skills           
• Effective listening skills and collaboration skills
• Strong analytical and problem-solving skills
• Strong customer service skills
• Ability to build confidence and maintain relationships

Education and Experience - Help Desk Customer Service Representative

Benefits and Pay - Help Desk Customer Service Representative

• HS Diploma or GED; Bachelor’s degree in Information Technology, Computer Science, or MIS is preferred
• Working knowledge of current MS Products, Lotus Notes Database, and various web browsers
• Required Coverage 8:00am – 6:00pm

About InnoSource

InnoSource has been Putting Passion to Work for over 25 years. We care about our associates and our clients, and we aim to deliver for both. This means connecting each individual with the best long-term career fit based on unique skills and needs, and guiding you through the process along the way.

Pre-Employment Checks

As part of our hiring process, InnoSource may obtain a background check (known as a "Consumer Report") from a Consumer Reporting Agency. This report will include a criminal records check and may also include verification of your Social Security number, driving record, education and/or employment history, credit history, or other background information. A drug and/or nicotine screen may also be required.

Help Desk, IT, Customer Service, 

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Equal Opportunity Employer - Age/Race/Color/Sex/Sexual Orientation/Gender Identity/Disability/Veteran