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At AutoZone, we have put customers first since 1979, when our first store was opened in Forrest City, Arkansas. As the leading retailer and a leading distributor of automotive replacement parts and accessories with stores in the U.S., Puerto Rico, Mexico and Brazil; AutoZone has been committed to providing the best parts, prices and customer service in the automotive aftermarket industry. We have a rich culture and history of going the Extra Mile for our customers and our community.  At AutoZone you’re not just doing a job; you’re playing a crucial role in creating a better experience for our customers, while creating opportunities to DRIVE YOUR CAREER almost anywhere! We are looking for talented people who are customer focused, enjoy helping others and have the DRIVE to excel in a fast paced environment!

Technical Support Representative I

📁
IT (Corp)
💼
ALLDATA
📅
18000216 Requisition #
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Position Summary: 

A Technical Support Representative 1 is responsible to be the voice of ALLDATA for product installation, setup, licensing, onboarding, training, updates, technical issues and general customer support.  The role of a Technical Support Representative 1 is to be available, friendly, knowledgeable, confident, consistent, efficient, and act as a customer advocate seeking to improve the customer experience, our products and services.


Position Responsibilities:

  • Software/hardware problem resolution -  Investigate, resolve and provide suggestions to prevent future occurrences of customer PC hardware, mobile and software related problems that hinder or prevent customer usage of ALLDATA products and options.
  • Product installation, registration, setup & update support - Assist customers, sales representatives and trial customers to install, register, setup, train, update and/or upgrade ALLDATA products and options.
  • Navigation assistance - Assist customers to efficiently use and navigate ALLDATA products to increase product value and improve customer engagement.
  • Serve as the first point of contact for customers seeking technical assistance over the phone or email and perform remote troubleshooting through diagnostic techniques
  • Determine the best solution based on the issue and details provided by customers
  • Walk the customer through the problem-solving process
  • Direct unresolved issues to the next level of support personnel
  • Provide accurate information on IT products or services
  • Record events and problems and their resolution in CRM
  • Follow-up and update customer status and information
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Identify and suggest possible improvements on procedures
  • Other duties may be assigned.
  • This position has no direct reports.

Minimum Qualifications:

  • High school diploma or certificate
  • Minimum two years of call center and/or tech support experience
  • Logical problem-solving skills, ability to multi-task, and utilize soft skills while troubleshooting
  • Excellent organizational skills with focus on customer service
  • Enthusiasm for continual learning
  • Ability to work well with people
  • Strong oral & written communication skills
  • Ability to diagnose and resolve basic technical issues
  • Demonstrate a high sense of urgency and perform under pressure
  • Proficiency with desktop OS (Windows XP – 10)
  • Proficiency with mobile OS (iOS 10 – 12, Android 4.0 – 8.0)
  • Browser knowledge – Internet Explorer, MS Edge, Firefox & Chrome
  • Proficiency of Microsoft Office – Excel, Word, Outlook & Skype (MS Teams)

 

Preferred Qualifications:

  • Associates degree or technical certificate
  • French and/or Spanish speaking
  • Understanding of basic automotive components and functionality
  • Understanding of automotive shop workflow
  • Understanding of QuickBooks Desktop and/or QuickBooks Online
  • Experience with Microsoft Dynamics, Confluence, and JIRA ticketing systems

AutoZone, and its subsidiaries, ALLDATA, AutoAnything and IMC are equal opportunity employers. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or any other legally protected categories. 

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