IT Help Desk - Level I Support Agent

Akron, Ohio
Hybrid
Hybrid Remote, M-F Schedule
Description

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
  • 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
  • Assist with additional department tasks as required
Requirements

Education and Experience – IT Help Desk – Level I Support Agent

  • Bachelor’s degree in Information Technology or Computer Science or Associates in the field of Management Information Systems (MIS) is preferred
  • Must have High School Diploma or GED
Benefits & Pay

Medical Benefits, PTO, Holiday Pay, 401k + Match

Information Technology, Information Systems, Help Desk

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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.
Application Assistance
If you are an individual with a disability and need assistance in the application process please contact 614-775-1400 or email [email protected].

We are an equal Opportunity Employer – Age / Race / Color / Sex / Sexual Orientation / Gender Identity / Disability / Veteran.